Note: The job is a remote job and is open to candidates in USA. BCforward is a company currently seeking a Customer Analyst to join their Customer Experience team. The role involves analyzing customer feedback and operational data to drive service improvements and business growth.
Responsibilities
- Identify trends, opportunities, and pain points across customer support channels using various data sources, including customer support operational data, case transcripts, surveys, and other relevant datasets
- Monitor customer feedback to identify emerging trends and issues and perform root cause analysis
- Integrate customer feedback data with transactional, operational, and behavioral data sources to build a comprehensive understanding of customer experience drivers
- Advocate for customers by influencing corrective actions through periodic and ad-hoc reporting and proactively communicating insights to key stakeholders
- Collaborate with cross-functional teams to identify root causes of customer issues within support functions and develop action plans to remediate and measure effectiveness
- Utilize various systems and tools, including AI analytics tools, Salesforce, and Hive, to analyze data and deliver actionable insights
Skills
- 8+ years of experience in data analytics, data science, or related analytical roles
- 6+ years of experience with analytics, SQL, and statistical analysis methods
- Experience with data storytelling and the ability to communicate complex insights to non-technical stakeholders
- Experience working with Customer Experience (CX) or Voice of Customer (VoC) metrics such as NPS, CSAT, surveys, and customer feedback
- Experience working with customer support operational metrics
- Experience with statistical analysis techniques and scripting languages such as R or Python
- Experience learning or working with AI technologies and willingness to adopt AI into daily workflows
- 3+ years of experience in customer support, customer service, contact center, or customer support analytics roles
- Master's degree in Computer Science, Data Science, Statistics, Mathematics, or a related field
- Experience with Generative AI technologies (LLMs, AI agents), prompt engineering, and AI-powered analytics workflows
- Experience using Salesforce
- Knowledge of predictive analytics or machine learning/artificial intelligence techniques
Company Overview