Data Analyst IV (AI/CX)

• Identify trends, opportunities, and pain points across customer support channels using operational data, case transcripts, surveys, and related sources.
• Monitor customer feedback to detect emerging issues and conduct root cause analysis.
• Integrate feedback with transactional, operational, and behavioral data to establish drivers of experience.
• Advocate for customers through periodic and ad-hoc reporting and promote insights with stakeholders to influence corrective actions.
• Collaborate with cross-functional teams to identify root causes within support functions, define remediation plans, and measure effectiveness.
• Utilize AI analytics tools, Salesforce, and Hive to analyze data and deliver insights.

We are seeking a Customer Experience and Support Analyst to join our dynamic team. The ideal candidate will have strong experience in data analytics, customer feedback analysis, SQL, and statistical methods and a proven ability to translate insights into actions that improve customer support outcomes and business performance., * 6+ years in data analytics, data science, or related analytical roles.

• 6+ years using SQL and statistical analysis methods.
• Proficiency in data-led storytelling and presenting complex insights to non-technical stakeholders.
• Experience with Customer Experience or Voice of Customer metrics such as NPS and CSAT, including surveys and feedback analysis.
• Experience with customer support operational metrics.
• Experience with statistical techniques and scripting in R, Python, or similar tools.

Preferred Skills:

• Master’s degree in Computer Science, Data Science, Statistics, Mathematics, or related field.
• 3+ years in customer experience, customer support, customer care, or service analytics roles.
• Proficiency with AI-powered tools and Generative AI technologies, including designing, prompting, and orchestrating AI systems to automate analysis and synthesize insights.
• Experience working with Salesforce.
• Knowledge of predictive analytics or ML/AI techniques.

• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting-edge technologies and projects.

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.