Data Analyst

• You will join the Data Analytics team, part of a larger Data organization that also includes Data Science and Data Product Management.
• The Analytics team's mission is to grow the business by identifying critical insights and high‑value opportunities.
• You will join a fast‑growing team of 40+ passionate professionals tackling a wide range of challenges: from scaling marketing campaign analytics to building complex customer segmentations to predicting the outcome of the next football game.
• As a Senior Data Analyst specializing in customer service, you will be a key contributor to contact center excellence and the development of our GenAI chatbot.
• Working closely with our operational teams, your objective will be to drive team performance and support strategic decision‑making to enhance and scale our chatbot deployment.
• You will leverage strong analytical skills combined with advanced business acumen to improve team performance and operational excellence through KPI analysis and agent performance management.
• Build an iterative feedback loop to measure, analyze, and optimize chatbot performance.
• Identify root causes of recurring issues and help reduce support request volume, improving both efficiency and customer satisfaction.
• Support data‑driven scaling of chatbot capabilities by delivering robust performance insights, trend analysis, and recommendations that enable leadership to make informed investment and design decisions.
• Connect and leverage data across platforms to identify key improvement opportunities and provide actionable recommendations.

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