ABOUT THE ROLE
We are looking for the VOC Data & Insights Specialist who thrives on turning raw data into actionable stories. In this role, you will be the bridge between our customer data systems and business decisions. You will be responsible for pulling data directly from APIs, querying a Data Warehouse as an advanced end-user, and building dynamic reports in Excel and Tableau.
A significant portion of this role focuses on Support Operations and Text Analytics. You will leverage Zendesk Explore to monitor support performance and use text analytics to extract meaningful customer sentiment and trends from unstructured data.
If you love data wrangling, have a knack for finding patterns in text, and enjoy building practical reports using both warehouse data and platform APIs, we want to hear from you.
YOU WILL BE RESPONSIBLE FOR:
- Data Extraction & Querying: Query data directly from our Data Warehouse to pull relevant operational datasets. Connect to and extract data from various platform APIs when direct warehouse integration isn't available.
- Data Preparation: Clean, manipulate, and merge disparate datasets (from DWH, APIs, and manual uploads) to ensure accuracy and consistency before reporting.
- CX & Support Analytics: Act as our internal expert for Zendesk Explore. Build, maintain, and optimize dashboards to track customer support KPIs, team productivity, and service bottlenecks.
- Text & Sentiment Analytics: Analyze unstructured text data (customer tickets, feedback, chat logs) using text analytics techniques to identify emerging customer pain points, feature requests, and sentiment trends.
- Report & Dashboard Creation: Design and maintain clear, user-friendly reports and dashboards in Tableau and Excel (utilizing advanced formulas, Power Query, and Pivot Tables) for cross-functional teams.
OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:
- DWH & API Familiarity: Strong experience as a DWH user (e.g., Snowflake, BigQuery, Redshift) with the ability to write SQL queries to extract data. Experience working with APIs to pull data. SQL , Python.
- Tool Expertise: Advanced proficiency in Excel (Power Query is a must) and hands-on experience building visualizations in Tableau.
- Zendesk Explore: Direct, practical experience navigating and building custom reports within Zendesk Explore.
- Text Analytics: Experience with text mining, sentiment analysis, or categorization of unstructured qualitative data.
- Analytical Mindset: Strong attention to detail with the ability to spot trends and anomalies that others might miss.
- Communication: Ability to explain data concepts and insights clearly to non-technical stakeholders.
WHO WE ARE