Data Analyst V – Customer Experience Analytics
itD is seeking a Data Analyst V – Customer Experience Analytics to analyze customer feedback and support operational data, uncover experience drivers, and influence strategies that improve customer support programs for emerging virtual reality products. The ideal candidate will bring deep experience in data analytics, customer experience and Voice of Customer analytics, statistical analysis, and data-led storytelling, with a track record of translating complex customer and operational data into actionable business insights.
Location: US-Remote opportunity, with candidates in PST or CST time zones preferred.
Duration: 12 months
We provide comprehensive medical benefits, a 401k plan, paid holidays, and more.
Please note that we are only considering direct W2 candidates at this time, as we are unable to offer sponsorship.
Responsibilities
- Analyze customer support operational data, case transcripts, surveys, and customer feedback to identify trends, pain points, and improvement opportunities across support channels.
- Monitor customer feedback and experience metrics to identify emerging issues and perform detailed root cause analysis.
- Integrate customer feedback with transactional, operational, and behavioral data to develop a comprehensive view of key customer experience drivers.
- Develop periodic and ad-hoc reporting that translates complex analytical findings into clear, actionable insights for technical and non-technical stakeholders.
- Advocate for customer needs by proactively communicating insights and influencing corrective actions across key business and support teams.
- Collaborate with cross-functional teams to identify root causes of customer support issues, develop remediation strategies, and measure the effectiveness of implemented improvements.
- Apply SQL, statistical analysis, scripting languages, and AI-assisted analytics capabilities to analyze large datasets, automate analytical workflows, and deliver scalable insights.
- Internal Responsibilities
- Attend regular internal practice community meetings.
- Collaborate with your itD practice team on industry thought leadership.
- Complete client case studies and learning material, including blogs and media material.
- Build out material to contribute to the Digital Transformation practice.
- Attend internal itD networking events, both in person and virtual.
- Work with leadership on career fast-track opportunities.
Required Qualifications and Skills:
- 8+ years of experience in data analytics, data science, or related analytical roles.
- 6+ years of experience with analytics, SQL or similar data querying languages, and statistical analysis methods.
- 3+ years of experience in customer support, customer service, contact center, or customer support-related analytics.
- Demonstrated experience with Customer Experience or Voice of Customer metrics, including NPS, CSAT, surveys, and customer feedback analysis.
- Experience analyzing customer support operational metrics and identifying key experience drivers and improvement opportunities.
- Strong experience with data-led storytelling and translating complex analytical insights for non-technical stakeholders.
- Experience applying statistical analysis techniques using R, Python, or similar scripting languages and analytical tools.
- Ability and willingness to learn, adopt, and integrate AI-assisted analytics capabilities into analytical workflows.
Preferred Qualifications and Skills:
- Experience using Generative AI technologies, including large language models and AI agents, to automate data analysis and synthesize insights.
- Experience with prompt engineering and orchestrating AI-assisted, multi-step analytical workflows such as data cleaning, insight generation, and visualization development.
- Experience working with Salesforce or similar customer relationship and support platforms.
- Knowledge of predictive analytics, machine learning, or AI techniques.
- Experience supporting customer experience analytics for consumer technology, virtual reality, or emerging technology products.
Education:
Bachelor's degree in Computer Science, Data Science, Statistics, Mathematics, or a related field, or equivalent work experience required.
Master's degree in Computer Science, Data Science, Statistics, Mathematics, or a related field preferred.
Company Description
About itD: We are part of a new generation of consulting and software development company that blends diversity, innovation, and integrity with real business results. Our structure rejects any strong hierarchy, empowering us to deliver excellent results. We are a woman- and minority-led firm. Every day, we challenge ourselves to be considerate, fair and to re-think what great outcomes mean for our customers. This permeates down to how we approach every interaction, on every project, for every client. You’ll thrive here if you are a dynamic self-starter, a difference-maker or someone who wants to deliver great results, without constraints.
The itD Digital Experience: Joining us means you’ll be part of our global community, you have a say about your own career journey, and you’ll get a chance to give back to causes that matter. You will experience working with Fortune 500 companies and high-performance teams across numerous industries. itD offers our employees excellent benefits such as medical, dental, vision, life insurance, paid holidays, 401K + matching, networking & career learning and development programs. We are growing and we want to see you grow! Visit https://itdtech.com/careers to learn more about what working at itD can mean for you.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. itD is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact us at [email protected] and let us know the nature of your request and your contact information.
Additional Info
Dynamic environment in a culture of respect, empowerment and recognition for a job well done, apply today!
Skills Required
- 8+ years of experience in data analytics, data science, or related analytical roles
- 6+ years experience with analytics, SQL or similar data querying languages, and statistical analysis methods
- 3+ years experience in customer support, contact center, or customer support-related analytics
- Experience with Customer Experience or Voice of Customer metrics (NPS, CSAT, surveys, feedback analysis)
- Experience analyzing customer support operational metrics and identifying improvement opportunities
- Strong data-led storytelling and ability to translate complex insights for non-technical stakeholders
- Experience applying statistical analysis techniques using R, Python, or similar scripting languages
- Ability and willingness to learn, adopt, and integrate AI-assisted analytics capabilities
- Bachelor's degree in Computer Science, Data Science, Statistics, Mathematics, or related field (or equivalent experience)
- Experience using Generative AI technologies, including large language models and AI agents
- Experience with prompt engineering and orchestrating AI-assisted, multi-step analytical workflows
- Experience working with Salesforce or similar CRM/support platforms
- Knowledge of predictive analytics, machine learning, or AI techniques
- Experience supporting customer experience analytics for consumer technology, virtual reality, or emerging technology products
- Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field
What We Do
itD is a different kind of technology and software development consultancy that puts client needs at the center of what we do. We combine the experience of a full-service consultancy with the agility of a specialized firm to help clients reimagine and improve operations and solve challenges unique to their business. Founded in 2005, we are headquartered in Silicon Valley and are honored to have long term partnerships with many of the world’s leading enterprise technology firms. With onshore, nearshore and offshore capability centers we are able to provide seamless global reach. We define ourselves by solving the toughest challenges in business. To tackle these challenges, we deploy the best people armed with the best technology to help our clients by enabling next-generation experiences, transforming tech operations, leveraging BI and analytic depth to convert data to advantage, delivering advanced DevOps and software development services and unlocking the potential of AI. Our mantra as itD is “Innovate Transform Deliver” and as a proud woman- and minority-owned business, we are focused on delivering a unique perspective and approach that attracts a robust and diverse talent pool. We believe this diversity of talent, thinking and perspective leads to better outcomes for our clients and a positive impact in our communities through our focus on giving back initiatives. We invite you to bring us the challenges no one else can solve. Because while other firms might give up, pivot, or pass… Impossible drives us. Certified Woman Owned - WBENC
