Staff Analyst

Job Summary

We are looking for a staff data analyst who can quickly gain a deep understanding of our B2B business and help improve visibility into Customer Care and Retention performance through scalable reporting, analysis and insights. You will work closely with members of the B2B Analytics, Care & Retention teams and be responsible for identifying actionable opportunities to drive measurable reductions in customer churn and disconnect rates and improve the customer experience. 

Responsibilities

Customer Care Analytics 
•    Lead analytics efforts supporting the B2B Customer Care organization, including technical support, billing, service, and account management call centers. 
•    Develop KPIs, scorecards, and dashboards to monitor operational performance across call volumes, handle times, transfers, repeat calls, resolution rates, customer satisfaction, and service quality. 
•    Identify drivers of customer contacts and recommend process improvements that reduce call volume and improve first-contact resolution. 
•    Analyze customer journeys across service, billing, and technical support interactions to uncover friction points and opportunities for improvement. 
•    Partner with operational leaders to evaluate staffing effectiveness, workload trends, service levels, and productivity performance. 
•    Deliver actionable insights that improve customer experience while optimizing operational efficiency and cost. 

Retention & Churn Analytics 
•    Serve as an analytics partner for the B2B Retention organization. 
•    Develop and enhance churn reporting, retention scorecards, and customer risk segmentation frameworks. 
•    Identify leading indicators of customer attrition and proactively surface opportunities to improve customer retention. 
•    Analyze save rates, disconnect trends, retention offer performance, and CLV. 
•    Partner with retention leaders to measure and optimize retention strategies, campaigns, and agent performance. 
•    Support the development of predictive models and business rules to identify customers at risk of churn. 

Strategic Analytics & Insights 
•    Translate business questions into scalable analytical solutions and measurable outcomes. 
•    Design and implement rigorous analyses to quantify drivers of customer satisfaction, retention, and operational performance. 
•    Present findings and recommendations to senior leadership in a clear and compelling manner. 
•    Conduct ad hoc analyses on emerging business challenges and strategic initiatives. 
•    Create executive-level reporting that enables faster and more informed decision-making. 

Data & Technical Leadership 
•    Leverage large-scale datasets across customer, product, operational, and financial systems. 
•    Build and maintain trusted data assets, KPI definitions, and reporting solutions. 
•    Develop scalable data models and analytical workflows within Google Cloud Platform. 
•    Partner with Data Engineering and Technology teams to improve data quality, accessibility, and governance. 
•    Establish best practices for reporting, data validation, and analytical methodologies. 
•    Act as a subject matter expert on all things data and analytics for Customer Care and Retention. 

Qualifications

• 3-5  years of relevant analytics and BI experience preferably in support of a customer service call center, retention, or customer loyalty operation in a B2B environment. 
• Advanced expertise in SQL for BigQuery, including complex joins, window functions, CTEs, query optimization, and large-scale data processing. 
• Advanced proficiency in Microsoft Excel, including complex formulas, data modeling, pivot tables, and executive reporting. 
• Strong hands-on experience with Google Cloud Platform (GCP), particularly: BigQuery, Cloud Storage, Data pipeline and large-scale analytics environments 
• Experience building Tableau dashboards and reports for operational and executive-level audiences. 
• Strong analytical problem-solving skills with the ability to translate business needs into actionable insights, as well as excellent communication and storytelling skills. 
• Telecommunications, cable, broadband, wireless, or subscription-based business experience preferred. 
• Experience with churn modeling, predictive analytics, propensity modeling, or customer segmentation. 
• Familiarity with customer experience metrics including NPS, CSAT, CES, First Call Resolution (FCR), and Service Level performance. 
• Knowledge of statistical analysis techniques and experimentation methodologies. 
• Advanced PowerPoint skills with ability to create concise stories that can be quickly digestible 

Note: Resumes that appear to have been written using AI will be rejected.