Senior Product Analyst

Role : Senior Product Analyst

Location : Austin, TX (onsite)

Contract : 06+ months

Note : Look for Product Managers with strong Analysis, A / B Testing, CRM Systems and SQL Product & Process understanding, ML Awareness, Collaboration & strong Communication

Role Summary :

The Senior Product Analyst is responsible for measuring and analyzing how effectively customer service tools and AI-driven automation features support both agents and customers. This role combines analytical rigor with a product mindset. The scope includes evaluating the productivity impact of existing systems, quantifying the value of new features, and identifying opportunities to enhance speed, quality, and automation through data-driven insights

You'll work cross-functionally with Product, BPR and technical teams (AI / LLM & dev teams) to translate raw data into clear business recommendations that improve customer experiences and reduce handling effort across human and automated interactions. Partner with Product Managers to scope solutions, refine backlogs, and align dependencies across Contact Center and digital platforms.

Key Responsibilities :

• Measure the efficiency and effectiveness of customer and internal facing enterprise tools (Chat, telephony, workflow and AI / LLM systems).
• Develop and maintain dashboards and performance models tracking key metrics targeted for improvement such as handle time, automation rate, accuracy, and customer satisfaction.
• Evaluate the ROI and adoption of new features, quantifying value through productivity improvements, cost savings, or customer impact.
• Influence the product roadmap through data driven insights
• Partner with engineering and AI teams to analyze LLM bot interactions, comparing outcomes against human agent performance (speed, resolution quality, escalation rates).
• Identify bottlenecks and propose data-backed recommendations to improve tool usability, automation coverage, and integration efficiency.
• Translate insights into clear narratives and presentations for leadership, highlighting business impact and next-step recommendations

Required Skills & Qualifications :

Preferred Background :