Data Analyst III

Immediate need for a talented Data Analyst III. This is a 12+ Months Contract opportunity with long-term potential and is located in USA(Remote).

Please review the job description below and contact me ASAP if you are interested.

Job ID : (phone number removed)

Pay Range : $60 - $70 / hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities :

Define team’s listening and survey strategies leveraging best practices to collect quality data for customer improvements.

Design surveys and research programs for new listening touchpoints and support the improvements of the existing survey programs.

Manage end-to-end analytics and reporting needs for the program including VoC surveys and operational analytics within customer support.

Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.

Champion the voice of customers by sharing insights widely and collaborating with relevant business partners to foster customer-centric decision-making.

Develop and maintain robust reporting and dashboards to track customer experience metrics (e.g., NPS, CSAT) and other service KPIs.

Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness.

Bring insights and recommendations to the forefront of stakeholders and executives’ mindshare via engaging presentations.

Key Requirements and Technology Experience :

Skills-Customer Support, Customer Experience Data Analysis, Survey design.

5+ years of experience in Customer Support, CX, VOC or similar functions.

4 years of experience in CX or support / service data analysis or related fields including customer insights analysis, statistical analysis, and data science.

3+ years of experience in customer experience program management, survey design and implementation.

Comfortable working autonomously and proactively, implementing the CX projects and leading the internal and external stakeholders.

Proficiency in crafting compelling stories using multiple sources of data to provide actionable insights tailored to stakeholders’ needs.

Experience creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences.

Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback.

Experience working with and analyzing customer support / service metrics and KPIs

Experience working with CXM platforms (e.g. Medallia, Qualtrics).

Strong analytical skills working with large datasets and statistical analysis methods; comfortable using SQL.

Proficiency in data visualization tools (e.g., Tableau, Power BI).

Demonstrated ability to work collaboratively with cross-functional teams.

Experience in B2B industry.

Degree in Analytics, Marketing, Business, Statistics, Mathematics, Finance, Computer / Data Science, Engineering, Economics, or related field.

Experience and understanding of customer support or customer success business.

Familiarity with consumer electronics or retail business.

Our client is a leading IT Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.