Senior Data Analyst (CX)

Job description

Senior Data Analyst (CX) Department: CX Analytics: Employment Type: Full Time: Location: Remote/Portugal: Reporting To: Maxim Manzyuk: Description: As a Customer Experience (CX) Data Analyst , you will play a key role in improving how we support our customers through data driven insights and operational analytics. You will work closely with CX, product, and operations teams to measure performance, identify improvement opportunities, and support better decision making across support workflows. This role focuses on analytics, reporting, and process optimization , with exposure to automation and AI powered tools as part of everyday analytical work. Key Responsibilities: Data Analysis & Insights: - Analyze large-scale datasets related to agent performance, support interactions and QA. - Write optimized SQL queries using tools like BigQuery and ClickHouse . - Build dashboards in Tableau , Metabase . - Detect behavioral and performance trends among agents and support teams. - Partner with QA to identify root causes in agent behavior and customer issues. LLM & Prompting: - Use LLM tools with practical prompt engineering for daily analytical tasks, summarization, and insights generation. -...