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Connect data from AI bots, human support interactions, factory metrics, and logistics milestones to uncover hidden commercial value.
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Analyze support tickets, chat logs, and CSAT or NPS scores to find root causes of customer issues and share findings with team partners.
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Evaluate contact per order metrics and present clear recommendations that drive self-service adoption and operational process improvements.
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Build and maintain automated dashboards that deliver accurate, single-source-of-truth reporting for business stakeholders.
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Investigate unified journey analytics and develop business cases for technical tools, AI implementations, and channel optimizations.
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Partner with the Planning Lead to integrate objective data insights into care, shipping, and production forecasting.
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Create a value-impact framework to triage competing operational requests and keep team resources focused on high-value goals.
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Positively influence Cost per Order by mapping supply chain efficiency opportunities directly to business value.
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Quantify the financial difference between the cost of failure and the value of resolution to justify operational pivots.
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Build a 6 to 18 month roadmap for proactive outreach moments that boost overall Customer Lifetime Value.
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Develop an operational framework that feeds production line quality and lead time data directly into the customer experience ecosystem.
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Coach a small team of analysts, building their technical skills and transforming reactive reporting into proactive value hunting.
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Strengthen the link between operations data and core business outcomes like margin, revenue, and overall efficiency.
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Significant experience in customer experience analytics, business intelligence, or customer insights.
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Proven background in direct people management, with a track record of developing analyst talent.
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Advanced technical skill in data analytics and data modeling across disparate platforms like Zendesk and Looker.
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Hands-on experience or strong working interest in AI automation tools such as Claude and Hex.
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Strong commercial acumen with an ability to translate complex data into clear operational language.
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Demonstrated ability to prioritize high-value objectives and manage stakeholder expectations in fast-paced environments.
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Direct experience working within supply chain or manufacturing analytics environments.
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Experience integrating production-line metrics into broader customer support and logistics ecosystems.