Data Analyst III

Are you passionate about transforming data into actionable insights that drive real-world impact? We're looking for a Data Analytics Engineer with deep technical skills and functional understanding, and a background in customer experience insights with a focus on customer support and operations. This role will partner with various functions across the end-to-end customer journey to build and scale data and advanced analytics solutions to enhance customer satisfaction and build brand loyalty, while identifying opportunities to improve data foundations and analytics maturity. By analyzing complex data sets and identifying trends, patterns, and correlations, you'll help shape the future of our products and services.

To be successful in this role, you'll have a passion for data, experience managing multiple projects concurrently, and enjoy a fast-moving organization. You'll identify ways to tell a compelling story with data and strong design principles. You will thrive within cross-functional teams, excel at building and managing relationships with internal partners and stakeholders, and exhibit excellent organizational and presentation skills.

Role Responsibilities :

• Design, develop, integrate, launch, and maintain collections of data models, queries, reports, and visualizations that support multiple use cases across customer journeys.
• Work with various data sources, including customer interactions, feedback, and behavioral data, to identify trends, patterns, and provide actionable insights.
• Build and deploy predictive models to forecast customer behavior, identify potential issues, and optimize support processes.
• Create interactive and dynamic data visualizations that communicate complex insights to stakeholders.
• Work closely with customer service and operations, product, and engineering teams to integrate data insights into business decisions and drive customer experience improvements.
• Develop and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
• Continuously update knowledge of advanced analytics techniques, tools, and methodologies to ensure best practices are applied.

Minimum Qualifications :

Master's degree in Computer Science, Statistics, Mathematics, or a related field.

5+ years of experience in data analytics, Business intelligence, data science, or related fields.

Experience working with operations functions, preferably in the customer experience or customer support operations space.

Background and knowledge of the CX and VoC space.

Proficiency in programming languages such as Python, R, or SQL.

Experience with machine learning concepts and experience working with machine learning libraries and frameworks (e.g., scikit-learn, TensorFlow).

Experience creating interactive dashboards with Tableau, Power BI, and others, with strong communication and presentation skills to deliver actionable insights.

Experience managing time-sensitive projects through to completion while balancing evolving priorities and a diverse range of stakeholders.

Preferred Qualifications :

Knowledge of natural language processing (NLP) techniques

Familiarity with customer support software (e.g., Salesforce)

Certification in data science or related field (e.g., Certified Data Scientist)

Familiarity with agile development methodologies and version control systems such as Git.

Experience working in the high-volume consumer electronics industry.

Benefits :

401(k).

Dental Insurance.

Health insurance.

Vision insurance.

We are an equal-opportunity employer and value diversity, equality, inclusion, and respect for people.

The salary will be determined based on several factors, including, but not limited to, location, relevant education, qualifications, experience, technical skills, and business needs.

Additional Responsibilities :

Participate in OP monthly team meetings and participate in team-building efforts.

Contribute to OP technical discussions, peer reviews, etc.

Contribute content and collaborate via the OP-Wiki / Knowledge Base.

Provide status reports to OP Account Management as requested.

About us :

At OP, we help you harness the power of technology for maximum impact. A technology consulting and solutions company, we offer advisory and managed services, innovative platforms, and staffing solutions across a wide range of fields, including AI, cybersecurity, enterprise architecture, and beyond. For nearly two decades, we've been challenging the status quo of the consulting industry, serving up fresh, ingenious thinking through a radically lean structure. Together, this strategy delivers unprecedented performance at an unparalleled pace for faster results that propel your business forward.