Senior Data Analyst - Customer Care Operations in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Data Analyst - Customer Care Operations based in the United States.

This role focuses on transforming complex customer care data into actionable insights that drive operational excellence and strategic decisions.
You will analyze large datasets, uncover trends, and develop analytical solutions that improve customer experience and contact center performance.
Working closely with cross-functional teams, you will help identify opportunities to increase efficiency, optimize processes, and support business growth.
The position combines advanced analytics, data visualization, statistical modeling, and AI-driven approaches to solve meaningful operational challenges.
You will play a key role in building trusted reporting frameworks and delivering insights that influence leadership decisions.
This is an opportunity for an experienced analyst to make a measurable impact in a data-driven environment focused on innovation and continuous improvement.

• Analyze large and complex datasets using data mining, statistical analysis, and machine learning techniques to identify trends, patterns, and opportunities for improvement.
• Ensure data accuracy, consistency, and reliability by performing data validation, cleansing, preprocessing, and quality checks across multiple sources.
• Develop predictive models and analytical solutions to forecast customer behavior, operational trends, and business outcomes.
• Partner with teams such as Workforce Management, Quality Assurance, and Training to translate business challenges into actionable analytical initiatives.
• Design, maintain, and enhance dashboards, reports, and data visualizations using tools such as Tableau, Power BI, or similar platforms.
• Create business case models to evaluate potential initiatives, measure ROI, and support strategic planning decisions.
• Establish standardized reporting processes, document analytical methodologies, and maintain clear data definitions to ensure repeatable insights.
• Apply AI, automation, and advanced analytics techniques to identify operational improvements and enhance customer care efficiency.
• Leverage customer interaction data, including transcripts, reviews, and chat logs, to uncover insights through NLP, text mining, or speech analytics approaches.
• Present findings and recommendations to senior stakeholders, ensuring insights are clearly communicated and connected to business priorities.
• Maintain awareness of emerging analytics technologies, industry practices, and evolving AI capabilities to continuously improve analytical impact.

• 5+ years of experience in data analysis, statistical modeling, and data visualization.
• Bachelor’s degree in a quantitative discipline such as Statistics, Mathematics, Computer Science, Economics, or a related field.
• Strong experience working with large datasets and applying analytical techniques to solve business problems.
• Proficiency with SQL, Python, R, or similar programming languages for data manipulation and analysis.
• Advanced skills with data visualization and business intelligence tools such as Tableau, Power BI, or equivalent platforms.
• Advanced Microsoft Excel skills and familiarity with Google Workspace tools.
• Experience using Generative AI tools and Large Language Models (LLMs), such as ChatGPT, Copilot, or Gemini, to accelerate analysis, generate code, process data, and summarize qualitative information.
• Ability to identify opportunities where AI, machine learning, or automation can improve operational performance and customer experience.
• Experience with NLP, text mining, speech analytics, or extracting insights from unstructured customer data is preferred.
• Contact center analytics experience and familiarity with customer service KPIs and operational metrics are highly valued.
• Experience with Salesforce Service Cloud analytics is a plus.
• Strong problem-solving skills with the ability to independently investigate complex challenges and provide data-driven recommendations.
• Excellent communication skills with the ability to present insights clearly to senior leaders and cross-functional stakeholders.
• Strong organizational skills with the ability to manage multiple projects, prioritize effectively, and adapt to changing business needs.
• Ability to handle confidential customer and employee information with discretion and maintain strong data privacy practices.
• Collaborative mindset with the ability to build relationships across teams and contribute positively to a high-performing environment.

• Competitive base salary range of $100,000 - $125,000, plus bonus opportunities depending on experience, skills, and location.
• Annual bonus program and potential quarterly KPI-based bonuses.
• Comprehensive healthcare coverage with 100% premium coverage for employee-only medical, dental, and vision plans.
• 401(k) matching contributions up to 3.5%.
• Employee Stock Ownership Plan (ESOP) with company-funded retirement contributions through company stock.
• Paid sick and mental health days, Employee Assistance Program, and additional wellness resources.
• Free weekly yoga and meditation sessions to support overall well-being.
• Remote work flexibility with reimbursement support for eligible internet and mobile expenses.
• Professional development opportunities, mentorship programs, continuous learning resources, and performance-based career growth.
• Opportunities to contribute to charitable initiatives and community programs worldwide.
• Supportive and collaborative culture focused on long-term impact and employee success.