Job Description
As a Customer Experience (CX) Data Analyst, you will play a central role in transforming how we support our customers by leveraging data, automation, and AI. You'll empower teams with insights, optimize support operations, and co-create intelligent workflows with LLM agents. This role blends analytics, process optimization, and LLM integration to drive smarter, faster, and more human-centered support experiences. Key Responsibilities 1. Data Analysis & Insights • Analyze large-scale datasets related to agent performance, support interactions and QA. • Write optimized SQL queries using tools like BigQuery and ClickHouse. • Build dashboards in Tableau, Metabase. • Detect behavioral and performance trends among agents and support teams. Partner with QA to identify root causes in agent behavior and customer issues. 2. LLM Agent Development & Evaluation • Design and test LLM agents embedded in support flows. • Implement evaluation pipelines (manual + automatic) for LLM response quality using semantic similarity and completion metrics. Collaborate with AI/ML teams to monitor and improve the performance of LLM agents over time. 3. Automation & Workflow Optimization • Work with Airflow and Python to automate data tasks and support workflows. • Suggest and co-build improvements in agent tooling, ticket routing, and SLA tracking. Translate business inefficiencies into trackable metrics and measurable outcomes. 4. Cross-Functional Collaboration • Act as an analytical partner to Operations, Support Management, QA, and Training. • Work with Data Engineering to ensure clean, accurate, and well-modeled data pipelines. • Communicate findings clearly through presentations, visualizations, and concise documentation. Skills, Knowledge & Expertise • 3+ years of experience as a data analyst in a fast-paced, data-heavy environment. • Advanced SQL skills (preferably in BigQuery and/or ClickHouse). • Proficiency in Python for data analysis, automation, and integration tasks. • Experience with data visualization tools (e.g. Tableau, Metabase, Looker). • Understanding of Airflow, DAG orchestration, and modern data pipelines. • Experience with LLM agents, prompt engineering, and OpenAI API usage. • Ability to translate business questions into structured, testable hypotheses. Strong presentation and storytelling skills; able to communicate with technical and non-technical stakeholders alike. Upper-Intermediate or higher English proficiency (spoken and written). Apply tot his job