Note: The job is a remote job and is open to candidates in USA. BCforward is a leading global IT consulting and workforce solutions firm providing services to Fortune 500 and government clients. They are seeking a Customer Experience and Support Analyst to analyze data, monitor customer feedback, and collaborate with cross-functional teams to improve customer support outcomes.
Responsibilities
- Identify trends, opportunities, and pain points across customer support channels using operational data, case transcripts, surveys, and related sources
- Monitor customer feedback to detect emerging issues and conduct root cause analysis
- Integrate feedback with transactional, operational, and behavioral data to establish drivers of experience
- Advocate for customers through periodic and ad-hoc reporting and promote insights with stakeholders to influence corrective actions
- Collaborate with cross-functional teams to identify root causes within support functions, define remediation plans, and measure effectiveness
- Utilize AI analytics tools, Salesforce, and Hive to analyze data and deliver insights
Skills
- 6+ years in data analytics, data science, or related analytical roles
- 6+ years using SQL and statistical analysis methods
- Proficiency in data-led storytelling and presenting complex insights to non-technical stakeholders
- Experience with Customer Experience or Voice of Customer metrics such as NPS and CSAT, including surveys and feedback analysis
- Experience with customer support operational metrics
- Experience with statistical techniques and scripting in R, Python, or similar tools
- Master's degree in Computer Science, Data Science, Statistics, Mathematics, or related field
- 3+ years in customer experience, customer support, customer care, or service analytics roles
- Proficiency with AI-powered tools and Generative AI technologies, including designing, prompting, and orchestrating AI systems to automate analysis and synthesize insights
- Experience working with Salesforce
- Knowledge of predictive analytics or ML/AI techniques
Benefits
- Competitive compensation and benefits.
- Opportunities for growth with global clients.
- A supportive, inclusive culture that values innovation and people.
- Exposure to cutting-edge technologies and projects.
Company Overview
Dice is the go-to career marketplace for tech professionals. It was founded in 2010, and is headquartered in Drachten, Friesland, NLD, with a workforce of 201-500 employees. Its website is https://www.or-quest.nl/.Company H1B Sponsorship
Dice has a track record of offering H1B sponsorships, with 2 in 2022, 4 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.