Customer Care Data Analyst

Customer Care Data Analyst – Remote

The Data Analyst supports the Customer Success organization by transforming operational and customer experience data into actionable insights that drive efficiency, performance, and continuous improvement.

This role is responsible for proactively analyzing operational and Voice of Customer (VoC) data, identifying trends, and delivering meaningful reporting that enables leadership to make informed decisions and improve the overall customer experience.

The position partners with Order Processing, Art, Customer Service, and cross-functional teams to develop reporting solutions, uncover opportunities for operational and customer experience improvements, and provide data-driven recommendations that enhance productivity, service quality, and customer satisfaction.

Key Responsibilities

Customer Experience & Voice of Customer Analysis

• Analyze Voice of Customer (VoC) data including customer feedback, surveys, complaints, and service interactions to identify trends and opportunities to improve the customer experience
• Partner with Customer Success and operational leadership to translate customer feedback and service data into actionable insights that drive service improvements
• Identify recurring customer pain points and operational drivers impacting the customer experience, and provide data-driven recommendations to address them
• Develop reporting and dashboards that monitor key customer experience metrics such as response times, resolution times, customer satisfaction trends, and service quality indicators
• Proactively communicate emerging customer experience trends and risks to leadership to support continuous improvement initiatives
• Support customer experience improvement projects by providing data analysis, performance tracking, and measurement of improvement outcomes
• Collaborate with cross-functional teams to align operational metrics with customer experience objectives and service standards

Data Analysis & Insights

• Analyze operational data to identify trends, patterns, and opportunities for process improvement within Order Processing and related departments
• Proactively monitor key performance metrics and highlight areas requiring leadership attention
• Translate complex data into clear insights and recommendations that support operational decision making
• Conduct root cause analysis to identify drivers behind performance trends and operational challenges

Reporting & Data Visualization

• Design, build, and maintain dashboards, reports, and scorecards that provide visibility into operational performance
• Develop proactive reporting that surfaces emerging trends and operational risks before they become issues
• Create clear and effective data visualizations, graphs, and summaries to support leadership reviews and operational planning
• Maintain and improve existing reports to ensure accuracy, relevance, and efficiency
• Manage report subscriptions and ensure timely distribution of insights to leadership teams

Process & Operational Improvement

• Identify opportunities to improve workflows, processes, and operational efficiency through data-driven analysis
• Support departmental initiatives and projects by providing analytical insights and performance tracking
• Evaluate the effectiveness of operational changes and measure outcomes through performance metrics
• Work closely with IT to refine, restructure, or retire legacy reports and improve reporting infrastructure

Data Management & Tracking

• Maintain departmental tracking tools, productivity reporting, and operational datasets
• Monitor and analyze RCM trends and productivity metrics across departments and teams
• Ensure accuracy and integrity of operational data used for reporting and analysis
• Support SharePoint data updates and maintain key operational resources

Collaboration

• Partner with leadership across Customer Service, Order Processing and Art to understand reporting needs and business objectives
• Present insights and findings in a clear, concise manner to both technical and non-technical audiences
• Communicate findings that help guide operational strategy and performance improvements
• Perform other duties as assigned

Skills and Knowledge

• Strong analytical and critical thinking skills with the ability to interpret complex datasets
• Ability to identify patterns, trends, and operational insights from large data sets
• Strong data visualization and storytelling skills
• Excellent communication skills with the ability to translate data into actionable business insights
• Ability to analyze Voice of Customer (VoC) data and customer feedback to identify trends and opportunities for improving the customer experience
• Understanding of customer experience metrics and service performance indicators (e.g., customer satisfaction, service quality, response and resolution trends)
• Highly organized with strong attention to detail
• Ability to prioritize multiple projects in a fast-paced environment
• Strong problem-solving mindset with a focus on continuous improvement
• Proficient in Microsoft Excel and data analysis tools
• Working knowledge of SQL and reporting platforms preferred
• Proficient in Microsoft Excel and data analysis tools

Minimum Qualifications

• 5+ years of experience in data analysis, reporting, or operational analytics
• Experience analyzing operational or service performance data to identify trends and insights
• Strong experience using Microsoft Excel for data analysis (pivot tables, formulas, data modeling, etc.)
• Experience developing reports, dashboards, or visualizations to communicate performance metrics to business leaders
• Experience translating data findings into actionable recommendations for operational improvements
• Experience presenting analytical insights to leadership and cross-functional stakeholders
• Experience analyzing customer experience or Voice of Customer (VoC) data such as surveys, customer feedback, complaints, or service performance metrics

Remote but must reside in one of the following states:

California, Colorado, Florida, Georgia, Illinois, Kentucky, Massachusetts, Michigan, New York, North Carolina, Ohio, Oklahoma. Pennsylvania, South Carolina, Texas, and Utah