Business Analyst IV – Customer Experience Analytics

itD is seeking a Business Analyst IV to turn customer feedback and post-sales data into clear findings and recommendations for a leading global technology company’s consumer hardware business. You will cover voice-of-customer analysis across the full customer journey and work with product, hardware, software, and operations partners to get issues fixed. The ideal candidate will bring deep experience in customer experience analytics, SQL, and AI-assisted analysis, and a track record of delivering insight reports and readouts that drive product and process changes.

Location: Onsite - Burlingame, CA preferred; open to fully remote (as close to Pacific time as possible).

Duration: 12-month contract with possible extension.

Pay Rate: $80 - $85 per hour, depending on experience.

We provide comprehensive medical benefits, a 401k plan, paid holidays, and more.
Please note that we are only considering direct W2 candidates at this time, as we are unable to offer sponsorship.

Responsibilities

• Produce recurring and ad-hoc customer insight reports covering each stage of the customer journey: purchase, delivery, setup, support, warranty, returns, reviews, and social.
• Identify and size emerging customer issues, flag likely root causes to the owning teams, and run deep dives for cross-functional partners.
• Deliver customer insight readouts during product launches, software releases, and critical-issue response.
• Use LLM tools and AI agents as the primary way of working, from writing queries to classifying customer text and drafting narratives.
• Build and document reusable AI workflows for recurring analysis, with quality checks that validate results against source data before they are shared.
• Build and maintain dashboards and reusable queries for customer experience metrics, and report data quality issues to data owners.
• Track which insights led to product or process changes and report that impact back to the CX team.

Internal Responsibilities

• Attend regular internal practice community meetings.
• Collaborate with your itD practice team on industry thought leadership.
• Complete client case studies and learning material (blogs, media material).
• Build out material to contribute to the Digital Transformation practice.
• Attend internal itD networking events (in person and virtual).
• Work with leadership on career fast-track opportunities.

Required Qualifications and Skills

• 7+ years of experience in data analytics, customer insights, CX analytics, or a similar analytical role
• 2+ years in customer experience or customer insights analytics
• Experience writing SQL to query, join, and aggregate large datasets
• Experience analyzing customer feedback such as support tickets, product reviews, surveys, or social media
• Hands-on experience using LLM tools or AI agents in day-to-day analysis (data extraction, text classification, summarization, query writing, or report drafting)
• Experience validating analytical output, including checking AI-generated results against source data and correcting errors
• Experience turning analysis into written recommendations and presentations for non-technical audiences
• Experience handling multiple stakeholder requests with competing deadlines

Preferred Qualifications and Skills

• Experience building multi-step AI workflows or agents (prompt chains, retrieval over documents and data)
• Experience evaluating LLM output quality (labeled test sets, precision and recall, structured sampling)
• Experience with semantic models, metric definitions, or knowledge bases that ground AI tools in business data
• Experience with Python or R for data analysis
• Experience with consumer electronics or hardware products (e-commerce, fulfillment, support, warranty, returns, or quality data)
• Experience with CX and support platforms such as Medallia, Qualtrics, Salesforce Service Cloud, Brandwatch, or Enterpret
• Experience supporting product launches or incident response with fast-turnaround reporting
• Familiarity with smart glasses, VR/AR headsets, or gaming hardware

Education

• Bachelor’s degree in analytics, data science, statistics, business, economics, information systems, or a related field, or equivalent practical experience, required.