Data Analyst IV (6208)

• Analyze customer support operational data, surveys, case transcripts, and other data sources to identify trends, customer pain points, and improvement opportunities.
• Monitor customer feedback and Voice of Customer metrics (NPS, CSAT, etc.) to identify emerging issues and perform root cause analysis.
• Integrate customer feedback with transactional, operational, and behavioral datasets to uncover key drivers impacting customer experience.
• Develop recurring and ad hoc reports that communicate actionable insights and influence business decisions across cross-functional stakeholders.
• Partner with customer support, operations, and business teams to identify root causes, recommend corrective actions, and measure improvement effectiveness.
• Apply statistical analysis techniques and data storytelling to translate complex findings into clear business recommendations for technical and non-technical audiences.
• Utilize SQL, Python, R, AI-powered analytics tools, Salesforce, and other analytical platforms to extract, analyze, and visualize data.

Internal Responsibilities

• Attend regular internal practice community meetings.
• Collaborate with your itD practice team on industry thought leadership.
• Complete client case studies and learning material (blogs, media material).
• Build out material to contribute to the Digital Transformation practice.
• Attend internal itD networking events (in person and virtual).
• Work with leadership on career fast-track opportunities.

Do you have experience in Visual storytelling?, Do you have a Master’s degree?, * 8+ years of experience in data analytics, data science, or related analytical roles.

• 6+ years of experience with SQL, data querying, and statistical analysis techniques.
• Strong proficiency in Python, R, or similar scripting languages for data analysis.
• Experience with Customer Experience (CX) or Voice of Customer (VoC) metrics, including NPS, CSAT, surveys, and customer feedback analysis.
• Experience analyzing customer support operational metrics and identifying business improvement opportunities.
• Demonstrated expertise in data storytelling and presenting complex analytical insights to non-technical stakeholders.
• Experience applying statistical analysis methods to solve business problems.
• Experience working with or willingness to adopt AI technologies within analytics workflows.

Preferred Qualifications and Skills

• Master’s degree in Computer Science, Data Science, Statistics, Mathematics, or a related field.
• Experience using Generative AI technologies, LLMs, AI agents, and prompt engineering to automate analytics workflows and insight generation.
• Experience with Salesforce.
• Knowledge of predictive analytics, machine learning, or AI techniques.
• Experience supporting customer experience, customer support, customer care, or service-related analytics functions., Bachelor’s degree in Computer Science, Data Science, Statistics, Mathematics, a related field, or equivalent work experience required.

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Life insurance
• Paid holidays, Duration: 12 months

We provide comprehensive medical benefits, a 401(k) plan, paid holidays, and more. Please note that we are only considering direct W2 candidates at this time, as we are unable to offer sponsorship.

About itD: We are part of a new generation of consulting and software development company that blends diversity, innovation, and integrity with real business results. Our structure rejects any strong hierarchy, empowering us to deliver excellent results. We are a woman- and minority-led firm. Every day, we challenge ourselves to be considerate, fair and to re-think what great outcomes mean for our customers. This permeates down to how we approach every interaction, on every project, for every client. You’ll thrive here if you are a dynamic self-starter, a difference-maker or someone who wants to deliver great results, without constraints., The itD Digital Experience: Joining us means you’ll be part of our global community, you have a say about your own career journey, and you’ll get a chance to give back to causes that matter. You will experience working with Fortune 500 companies and high-performance teams across numerous industries. itD offers our employees excellent benefits such as medical, dental, vision, life insurance, paid holidays, 401K + matching, networking & career learning and development programs. We are growing and we want to see you grow! Visit https://itdtech.com/careers to learn more about what working at itD can mean for you.