Are you passionate about transforming complex data into actionable strategies that elevate customer support and operational excellence? This role calls for a skilled Data Analytics Engineer with deep technical expertise and a strong understanding of customer experience insights. In this pivotal position, you'll collaborate across functions to develop and scale advanced analytics solutions that boost customer satisfaction, foster brand loyalty, and uncover opportunities to enhance our data foundations and analytical maturity.
As a key player in our global team, you'll harness the power of customer feedback and insights to influence product and service innovation. Your expertise will enable us to better understand customer needs, preferences, and behaviors, driving meaningful improvements across the customer journey. You'll also play a vital role in establishing data governance policies, ensuring data quality, and advancing visualization practices, making our data assets reliable, accurate, and impactful. Success in this role requires a passion for data, the ability to manage multiple projects in a fast-paced environment, and a talent for storytelling through data visualization. If you're ready to make a measurable impact with your analytical skills and strategic mindset, we want to hear from you.
Role Responsibilities
- Design, develop, integrate, launch, and maintain collections of data models, queries, reports, and visualizations that support multiple use cases across customer journeys
- Work with various data sources, including customer interactions, feedback, and behavioral data, to identify trends, patterns, and provide actionable insights.
- Build and deploy predictive models to forecast customer behavior, identify potential issues, and optimize support processes.
- Create interactive and dynamic data visualizations that communicate complex insights to stakeholders.
- Work closely with customer service, operations, product, and engineering teams to integrate data insights into business decisions and drive improvements in the customer experience.
- Develop and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
- Continuously update knowledge of advanced analytics techniques, tools, and methodologies to ensure best practices are applied.
Minimum Qualifications
- Master's degree in Computer Science, Statistics, Mathematics, or a related field
- Minimum 5 years of experience in data analytics, Business intelligence, data science, or related fields.
- Experience working with operations functions, preferably in the customer experience or customer support operations space.
- Background and knowledge of the CX and VoC space.
- Proficiency in programming languages such as Python, R, or SQL
- Experience with machine learning concepts and experience working with machine learning libraries and frameworks (e.g., scikit-learn, TensorFlow)
- Experience creating interactive dashboards with Tableau, Power BI, and others, with strong communication and presentation skills to deliver actionable insights.
- Experience managing time-sensitive projects through to completion while balancing evolving priorities and a diverse range of stakeholders
Preferred Qualifications
- Knowledge of natural language processing (NLP) techniques.
- Familiarity with customer support software (e.g., Salesforce).
- Certification in data science or a related field (e.g., Certified Data Scientist).
- Familiarity with agile development methodologies and version control systems such as Git.
- Experience working in the high-volume consumer electronics industry.
Benefits
- 401(k).
- Dental Insurance.
- Health insurance.
- Vision insurance.
- We are an equal-opportunity employer and value diversity, equality, inclusion, and respect for people.
- The salary will be determined based on several factors, including, but not limited to, location, relevant education, qualifications, experience, technical skills, and business needs.
Additional Responsibilities
- Participate in OP monthly team meetings and participate in team-building efforts.
- Contribute to OP technical discussions, peer reviews, etc.
- Contribute content and collaborate via the OP-Wiki/Knowledge Base.
- Provide status reports to OP Account Management as requested.
About Us
At OP, we help you harness the power of technology for maximum impact. A technology consulting and solutions company, we offer advisory and managed services, innovative platforms, and staffing solutions across a wide range of fields, including AI, cybersecurity, enterprise architecture, and beyond. For nearly two decades, we’ve been challenging the status quo of the consulting industry, serving up fresh, ingenious thinking through a radically lean structure. Together, this strategy delivers unprecedented performance at an unparalleled pace for faster results that propel your business forward.
