Data Analyst

Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts.

Payrate: $82.00 - $82.30/hr
 
Responsibilities:

• Lead the analytics strategy for customer service and pre-sales chat, ensuring insights directly improve NPS, CSAT, conversion rate and revenue influence.
• Build scalable data models, pipelines, and architectures to support real-time and historical analytics across chat, ticketing, CRM, and e-commerce platforms.
• Develop and operationalize AI/NLP-based analytics, including sentiment analysis, intent classification, conversation quality scoring, and chatbot/LLM evaluation.
• Own performance dashboards and reporting that provide leadership with clear visibility into service health, agent effectiveness, and sales impact.
• Conduct deep-dive analyses to identify customer pain points, revenue opportunities, and operational bottlenecks within chat workflows.
• Drive actionable recommendations that optimize agent productivity, reduce handling times, and enhance customer experience outcomes.
• Collaborate with engineering, CX operations, sales, product, and marketing teams to translate insights into measurable business improvements.
• Manage and mentor analysts, ensuring best-in-class analytical rigor, data storytelling, and stakeholder engagement.
• Establish governance standards for data quality, KPI definitions, and analytics best practices across the organization.
• Partner with leadership to design forecasting models, capacity planning, and predictive insights that support operational readiness.

 Qualifications:

• 10+ years of experience in data analytics, business intelligence, or data science, including significant work in customer service, chat operations, or e-commerce environments.
• Deep expertise in SQL, Python/R, big-data platforms (BigQuery, Snowflake), ETL/ELT workflows, and modern BI tools (Looker, Tableau, Power BI).
• Hands-on experience applying NLP, text analytics, conversational intelligence, or LLM evaluation to real-world customer interactions.
• Strong knowledge of core CX and sales metrics: NPS, CSAT, CES, AHT, FCR, QA score, conversion rate assisted revenue, cart abandonment insights, and operational SLAs.
• A solid background in data modeling, analytics engineering, schema design, and building scalable, analytics-ready datasets.
• Experience collaborating with engineering and product teams to drive technical implementation of analytics solutions or AI enhancements.
• A track record of leading analytics teams, coaching junior talent, and elevating organizational analytical maturity.
• Demonstrated ability to manage multiple priorities in a fast-paced environment, delivering high-quality insights under short timelines.

Skills:

• SQL
• Data Modeling
• Python
• Tableau

Preferred Skills:

• An expert in advanced analytics, NLP/AI-driven insights, and customer experience analytics, with a proven ability to turn data into meaningful business action.
• A strategic thinker who can connect data signals to customer behavior, operational outcomes, and revenue opportunity.
• A strong communicator who can influence leaders and simplify complex analytical findings into clear, compelling narratives.

 
Pay Transparency: The typical base pay for this role across the U.S. is: $82.00 - $82.30/hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 

Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary.
You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts. You also acknowledge and agree to Aditi Consulting LLC’s use of AI technology during the sourcing process, including calls from an AI Voice Recruiter. AI is used solely to gather data and does not replace human-based decision-making in employment decisions.  Calls may be recorded.

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