Who You Are

You are a data-driven operator who thinks like a builder and brings rigorous systems thinking to Customer Experience (CX) analytics. You see fragmented CX processes as opportunities to build scalable, durable data infrastructure. You thrive at the intersection of CX, data analysis, and operations - turning complex datasets, customer interactions, and performance signals into clear, actionable insights that drive business outcomes.

You bring a combination of analytical rigor, systems architecture, and customer operations expertise. You're comfortable working with large datasets across multiple platforms, writing advanced, performant SQL every day to query and model that data, designing performant dashboards and reporting frameworks, and identifying patterns and root causes across customer journeys. You don't just report on data - you build systems that enable teams to access and act on insights independently. You approach every operational problem with a bias toward automation and systems that scale.

You have genuine depth in modern analytics platforms and understand how data flows through customer-facing and internal systems. You're forward-thinking about AI and automation, but apply critical judgment about what requires human expertise and what can be intelligently automated. You bring structure and follow-through to data governance, process design, and knowledge systems so that insights compound over time.

You are highly detail-oriented and structured, with a strong sense of ownership over the systems and analytics foundations you build. At the same time, you are a collaborative partner who can work cross-functionally with stakeholders across Customer Success, Support, Product, Engineering, and Data & Analytics to translate business questions into data strategy, ensure data quality, and operationalize insights at scale.

Your Success Profile

What You Will Work On

Data Architecture & Systems

• Design and build scalable reporting frameworks and data pipelines that enable self-service insights across CSO and cross-functional teams
• Own data strategy and architecture for CX operations - defining metrics, data models, and governance standards that support both operational reporting and strategic analysis
• Architect dashboards and data exports that provide visibility into customer health, agent performance, and operational efficiency across multiple systems (Rippit, knowledge platforms, support tools, etc.)
• Build systems thinking around CX data - distinguish between process issues and structural problems, knowing when to optimize existing flows vs. redesign systems

Analytics & Insights

• Analyze large, complex datasets to identify behavioral patterns, performance drivers, and root causes that inform opportunities to improve workflows, eliminate inefficiencies, and scale operations
• Use conversation analytics, transactional data, and customer interaction data to create reports on revenue-impacting and experience-driving topics
• Conduct deep-dive analysis on CSO performance, customer satisfaction trends, and operational health metrics; translate findings into clear recommendations
• Define, instrument, and track KPIs related to customer experience, agent performance, operational efficiency, and AI accuracy
• Partner with leadership to influence strategy using data-driven storytelling and evidence-based insights

AI & Automation

• Design, train, and implement LLM prompts to scale QA automation, insight generation, and customer feedback synthesis
• Evaluate AI-generated outputs (chatbots, automated QA, etc.) for accuracy, clarity, and business impact; build feedback loops to continuously improve AI systems
• Identify opportunities for automation in QA processes, reporting, and customer feedback analysis; design workflows that leverage AI to free CSO teams for higher-leverage work
• Continuously ask: what work here requires human judgment, and what can be intelligently automated? Then build systems to make the right call

Operational Excellence

• Own day-to-day operational maintenance and optimization of analytics platforms (Rippit, dashboards, metrics, reporting pipelines, data exports)
• Act as primary liaison with analytics platform providers to troubleshoot issues, identify opportunities for optimization, and maintain system reliability
• Ensure data integrity and governance across CX systems and reporting layers; establish standards for data quality, documentation, and access
• Build and maintain knowledge systems (dashboards, runbooks, documentation) structured for both human and AI consumption
• Manage NPS outreach (including direct customer follow-up) and conduct targeted deep dives to be presented to Leadership; synthesize findings into operational insights

Cross-Functional Partnerships

• Collaborate closely with Research and Voice of Customer (VoC) teams to synthesize insights, translate findings into CSO-specific performance drivers, and identify Customer Experience improvement opportunities
• Partner with Support, Enablement, RevOps, Engineering, and Data & Analytics teams to align analytics tooling, data definitions, and insights
• Deliver recurring reporting and insights to CSO leadership in digestible formats (dashboards, newsletters, executive summaries)
• Translate CSO needs into data requirements and work with Data & Analytics team to build necessary infrastructure

How You Will Do Your Work

As a CS Performance Insights Analyst, how results are achieved is paramount for your success and ultimately results in our success as an organization. In this role, your foundational knowledge, skills, abilities, and personal attributes are anchored in the following competencies:

• Systems Thinking - You see operational problems holistically. You can distinguish between process issues and structural problems. You understand how data flows through systems and how changes cascade. You build solutions that compound in value over time.
• Consultative - You take an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking Responsibility - You are accountable, committed, and accepting of ownership for your decisions, actions, and behavior. You ship systems that work and own their outcomes.
• Adaptability - You have the ability to adjust your approach or actions in response to changes in your external environment, evolving customer needs, or new data insights.
• Solution-Oriented - You identify the source of a question or challenge and provide the right, or a better, way of doing things. You bias toward elegant, scalable solutions over quick fixes.
• Curious - You have an innate desire to learn, grow, and understand. You stay current on analytics tools, AI capabilities, and best practices. You ask good questions.
• Data Fluency & Rigor - You approach analytical problems with the same rigor as a data analyst. You write advanced SQL fluently, and you understand data quality, statistical thinking, metric definition, and bias. You know how to verify your own work.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You're an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You're curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You're committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You're honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: "Everything should be made as simple as possible, but no simpler."

Qualifications

Required:

• Advanced SQL proficiency (non-negotiable): you write complex, performant SQL every day - to explore and validate data, build and maintain data models, and power dashboards and reporting. This is a core, daily requirement of the role.
• 3-5+ years of experience in data analytics, customer analytics, CX operations, quality assurance, or related roles with strong focus on building data systems and frameworks (not just reporting on data)
• Demonstrated systems thinking applied to operations - you've designed processes, data flows, or analytics infrastructure that scale beyond manual work
• Advanced experience designing and maintaining dashboards, reports, and data pipelines, underpinned by strong hands-on SQL
• Strong data fluency: ability to define meaningful metrics, understand data quality, write clear data documentation, and verify analytical work
• Hands-on experience analyzing large datasets and translating findings into actionable insights that drive business decisions
• Hands-on experience with BI/analytics tools (e.g., Tableau, Looker, Sigma, or similar) and comfort working with structured and unstructured data
• Demonstrated experience designing, training, or managing LLMs or similar AI models to evaluate unstructured data (e.g., customer interactions, transcripts, agent outputs) - ideally within a CX, QA, support operations, or similar customer-facing context
• Proficiency with QA platforms (Rippit/MaestroQA preferred)
• Strong troubleshooting and process optimization skills
• Strong communication and organizational skills with ability to influence across teams including senior leadership
• Ability to manage complex analytical workflows independently and collaboratively
• High attention to detail and systems thinking

Preferred:

• Experience building or scaling a CX, support, or customer operations analytics program
• Experience with modern data stack tools (Snowflake, dbt, Atlan, or equivalent)
• Familiarity with knowledge tools and chatbot systems (Confluence, internal knowledge bases, etc.)
• Experience in customer enablement, training, or support operations
• Experience designing AI-native workflows or leveraging AI to automate operational tasks
• Experience with business software (Zendesk, Talkdesk, Gong, Jira, Workday, or similar)
• Google Workspace proficiency (Sheets, Docs, Slides)
• Track record of mentoring others on data literacy or analytics best practices

The base wage range for this position based in our New York City Office is targeted at $98,000.00 to $122,000.00 per year.

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