Customer Experience Operations Analyst II ( Power BI / Microsoft Fabric)

Metrics & Reporting

• Define, refine, and operationalize a set of support metrics that reflect both operational health and customer impact (not just volume and SLA)

• Build and maintain dashboards across the Microsoft Fabric ecosystem to provide visibility into:

o Support demand and trends

o Backlog health and case lifecycle

o Escalations and recurring issue patterns

• Evaluate the effectiveness of AI-enabled support capabilities, identifying where outputs are inaccurate, misleading, or fail to support complex support scenarios.

Insights & Analysis

• Analyze support data to identify systemic product issues, friction points, and emerging risks

• Translate complex support activity into clear narratives and recommendations for Product and Engineering

• Partner with Customer Success (Gainsight) to ensure support data contributes meaningfully to:

o Health scores

o CSAT analysis

o Customer risk identification

Data Quality & Structure

• Partner with Support Ops and System Admin to improve:

o Case taxonomy

o Categorization accuracy

o Data completeness and usability

• Identify gaps in data capture and propose pragmatic improvements

Cross-Functional Enablement

• Act as a key partner to Support, Product, and CS teams in understanding support trends

• Support regular business reviews (weekly/monthly) with clear, insight-driven reporting

• Help establish feedback loops between support insights and product improvements

AI & Emerging Capabilities

• Evaluate outputs from AI-enabled tools (e.g., Forethought, Agentforce) to:

o Assess accuracy and usefulness

o Identify opportunities to improve knowledge capture and insights

• Partner with Ops and Systems to ensure AI-generated data is measurable and trustworthy