Sr. Customer Experience Specialist - Remote - Hydrogen Group

Location: Remote

Schedule: Standard Office Hours

Duration: 9-Month Contract

Pay range: $40.00 - $48.00 per hour

Overview:

The Senior CX Data Analyst will analyze customer data using SQL, statistical modeling, and data visualization to provide actionable insights that enhance customer experience and guide business decisions. The role involves collaborating with cross-functional teams to identify trends, deliver strategic recommendations, and build scalable data-driven processes.

Key Responsibilities:

• Design and analyze customer experience metrics to provide insights and recommendations.
• Conduct statistical analysis (e.g., regression, predictive modeling) to understand customer behavior.
• Translate data findings into actionable insights for technical and non-technical stakeholders.
• Develop performance dashboards to monitor customer journey progress.
• Build scalable data processes and systems for stakeholders.
• Stay updated on research methodologies and data analysis techniques.

Requirements:

• Bachelor's or Master's degree in relevant fields (Mathematics, Statistics, Data Science, etc.).
• 3+ years of experience in data analysis, focusing on CX, finance, operations, or related fields.
• Proficiency in SQL and statistical tools (e.g., Python/R).
• Experience with data visualization tools (preferably Tableau).
• Strong analytical, problem-solving, and communication skills.

Preferred Qualifications:

• Familiarity with CX metrics (NPS, CSAT, CES) and VoC analytics.
• Knowledge of NLP concepts and tools.
• Experience with CRM systems and process improvement initiatives.