Customer Service Analytics & Insights Analyst

Key Responsibilities:

• Interpret forecasting models and develop scenarios for product launches, pricing changes, and policy updates.
• Investigate forecast variances, identify root causes, and share findings with tool owners.
• Maintain forecasting calendars and deliver demand outlooks to workforce and capacity planning teams.

Customer Insights:

• Analyze contact drivers and customer experience data to identify emerging issues and friction points.
• Support product launch monitoring with recurring reports and structured analyses.
• Collaborate with analytics and customer service leaders on research requirements and deliverables.

AI and Automation:

• Use Generative AI and conversation intelligence tools to analyze customer interactions at scale.
• Identify opportunities to automate recurring forecasting and reporting tasks.

Qualifications:

• Bachelor's degree in quantitative discipline and 4+ years of analytics experience.
• Proficiency in SQL, spreadsheet modeling, and forecasting principles.
• Experience with customer behavior analysis and Generative AI tools.