Data Analyst

• Own our business relationship with stakeholders on the Marketplace Ops team, understanding their objectives and aligning our analytical roadmap to achieve those goals
• Develop our understanding of lifetime customer value by connecting operational excellence, problem-order dynamics, and support experience quality to retention and revenue outcomes
• Conduct exploratory analysis to identify pockets of under-performance in the Support organization, including contact types, workflows, and root-cause categories
• Analyze chatbot and text-based data (NLP) to understand customer intent, friction points, and automation improvement areas
• Evaluate different chat bot vendors and plan and conduct A/B tests to improve performance. Determine strategy for making chatbot data accessible to DWH
• Build lasting modeling solutions, automate analyses, and author pipelines via SQL-based ETL frameworks
• Improve the hygiene and usability of operational data (Zendesk, UnitQ, and more) enabling us to make decisions based on cost dynamics

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