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# Data Analyst IV (AI/CX)

- **Company:** BCforward
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Salary:** $135,200.0
- **Contract:** Temporary contract
- **Skills:** Artificial Intelligence, Data Analysis, Apache Hive, Python (Programming Language), Operational Data Store, Salesforce.Com, SQL Databases, Salesforce Communities, Scripting, Application Enhancement Tool, Generative AI, Information Technology, Data Analytics
- **Published:** June 15, 2026
- **Apply:** https://www.dice.com/job-detail/3b55dc6a-6093-4982-a30d-a424fe872e52

## About the Role

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.

## Description

* 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.


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