Analyst II, Customer Experience Analytics (iGaming)

TL;DR

Analyst II, Customer Experience Analytics (Data Analytics): Transforming large-scale customer and operational datasets into strategic insights to reduce support friction with an accent on experiment design and scalable reporting. Focus on improving end-to-end customer experience, optimizing support interactions, and identifying root causes of customer issues.

Location: Boston, MA

Company

hirify.global is a publicly traded technology company specializing in regulated gaming.

What you will do

• Transform complex customer and operational datasets into strategic insights to reduce support friction.
• Lead the design, execution, and analysis of experiments to improve support efficiency and customer satisfaction.
• Build and automate scalable reporting frameworks and dashboards to provide visibility into customer behavior and support trends.
• Partner with CX, Product, and Operations teams to refine strategies that minimize customer effort.
• Identify emerging trends and root causes in customer issues to proactively recommend experience enhancements.

Requirements

• Bachelor’s Degree in Mathematics, Data Science, Engineering, Economics, Business, or a related field.
• At least 2 years of experience in analytics or data science.
• Proficiency in programming languages such as SQL, Python, R, SAS, or Matlab.
• Strong understanding of statistics and hypothesis testing.
• Ability to translate complex data into actionable insights for both technical and non-technical audiences.
• Must be able to obtain a gaming license issued by the appropriate state agency as a condition of employment.

Culture & Benefits

• Innovation-driven environment with a strong focus on integrating AI to enhance customer experiences.
• Equal-opportunity employer committed to diversity, equity, and inclusion.
• Opportunity to work at a publicly traded (NASDAQ: DKNG) industry leader.