[Remote] Data Analyst IV (AI/CX)

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.ResponsibilitiesIdentify trends, opportunities, and pain points across customer support channels using operational data, case transcripts, surveys, and related sourcesMonitor customer feedback to detect emerging issues and conduct root cause analysisIntegrate feedback with transactional, operational, and behavioral data to establish drivers of experienceAdvocate for customers through periodic and ad-hoc reporting and promote insights with stakeholders to influence corrective actionsCollaborate with cross-functional teams to identify root causes within support functions, define remediation plans, and measure effectivenessUtilize AI analytics tools, Salesforce, and Hive to analyze data and deliver insightsSkills6+ years in data analytics, data science, or related analytical roles6+ years using SQL and statistical analysis methodsProficiency in data-led storytelling and presenting complex insights to non-technical stakeholdersExperience with Customer Experience or Voice of Customer metrics such as NPS and CSAT, including surveys and feedback analysisExperience with customer support operational metricsExperience with statistical techniques and scripting in R, Python, or similar toolsMaster's degree in Computer Science, Data Science, Statistics, Mathematics, or related field3+ years in customer experience, customer support, customer care, or service analytics rolesProficiency with AI-powered tools and Generative AI technologies, including designing, prompting, and orchestrating AI systems to automate analysis and synthesize insightsExperience working with SalesforceKnowledge of predictive analytics or ML/AI techniquesBenefitsCompetitive 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 OverviewDice 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 SponsorshipDice 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.