Senior Data Analyst (Customer Experience)

TL;DR

Senior Data Analyst (Customer Experience): Analyzing customer experience data to design, build, and maintain robust data pipelines and develop performance management tools, scorecards, and metrics with an accent on driving operational efficiency and providing actionable insights. Focus on deep-dive analysis, collaborating with stakeholders, and automating data processes for customer experience operations.

Location: This is a Utah-based hybrid position which will require some regular in-office days each week.

Company

hirify.global is building a people intelligence platform that transforms HR and sets people free to do great work.

What you will do

• Conduct deep-dive analysis of customer experience data to identify trends, opportunities for improvement, and potential challenges.
• Build and maintain comprehensive performance management tools, scorecards, and dashboards for customer experience metrics.
• Design and implement tools and methodologies to measure and enhance operational efficiency within customer experience teams.
• Partner with operations leaders and other business stakeholders to understand data needs and deliver tailored data solutions.
• Translate complex data into clear, concise, and actionable insights for various audiences.
• Identify opportunities to automate data processes and optimize reporting to improve efficiency.

Requirements

• 3-5 years of experience as a Data Analyst, specifically with a focus on contact center or customer experience operations.
• Extensive experience with SQL and data warehousing concepts, including tools like Databricks or Looker.
• Proven experience building dashboards and reports using Business Intelligence (BI) tools such as Tableau or Looker Studio.
• Advanced proficiency with spreadsheet tools like Google Sheets or Microsoft Excel, including complex formulas.
• Strong understanding of customer experience metrics, KPIs, and operational processes.
• Experience partnering with Data Engineering to design and implement new data pipelines.
• Work from Utah in a hybrid capacity, requiring regular in-office days each week.
• Employment is contingent on passing both a background and credit check.

Nice to have

• Knowledge of WFM software solutions (e.g., Amazon Connect, Genesys, NICE).
• Experience with cloud data platforms (e.g., AWS, Azure, GCP).
• Working knowledge of Salesforce data structure.

Culture & Benefits

• A recognized great company culture.
• Comprehensive health, life, and disability insurance.
• Generous leave policies including 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off.
• 401k plans with up to 6% company match.
• $2000 Paid-Paid Vacation bonus.
• Employee Assistance Program (EAP) through Headspace.