CX Data Analyst

Job summary

Responsibilities

Customer Experience runs on data — but right now, that data lives in too many places, speaks too many languages, and reaches the wrong people too late. This role exists to fix that.

• Own recurring reporting for Customer Experience — weekly, monthly, and QBR-ready — tailored to ops, leadership, and cross-functional audiences
• Translate support data into clear narratives: what's happening, why, and what to do about it
• Track and maintain north star metrics: cSAT, TTR by tier, QA scores, bug escalation rate to EPD, and First Response Time
• Build and maintain self-serve dashboards that give the ops team and leadership real-time visibility into support performance
• Partner with Support Systems to ensure Zendesk is instrumented to capture the data we need

Tech stack

• SQL
• Looker
• Tableau
• Python
• dbt