Source description
About the role
Customer Contact Center & Care Pod Analytics (70%)
Deliver analytics and insights for Contact Center performance (SLA, volumes, handle time, repeat contact, channel mix).
Build and maintain executive-ready Power BI dashboards and scorecards focused on clarity and decision-making.
Conduct root-cause analysis on call/chat drivers using structured and transcript data.
Partner with Contact Center leadership and Workforce Management on planning, performance, and operational decisions.
Support Care Pod initiatives (chatbots, routing, agent assist) with experimentation, rollout measurement, and impact analysis.
Translate prototypes (e.g., Figma) into production-grade analytics solutions, including data modeling and DAX optimization.
Act as an AI analytics partner, defining KPIs, monitoring adoption, and embedding insights into workflows.
Marketing Science & Growth Analytics (30%)
Support analytics across acquisition, onboarding, and lifecycle marketing.
Design and analyze A/B and multivariate experiments.
Build customer cohorts to evaluate campaign performance, retention, and engagement.
Develop dashboards and insights to track marketing performance and identify growth opportunities.
Translate findings into actionable recommendations for targeting, channel strategy, and prioritization.
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