Consultant

ANALYTICS CONSULTANT(CX Analytics/Journey/Cohort/SQL/BigQuery/AI/ROI)- REMOTE role 6-12 MONTH INITIAL CONTRACT 2 INTERVIEWS

KEY RESPONSIBILITIES: Responsible for data mining, exploratory analysis, strategic analytics, customer experience economics analysis, hypothesis development, journey and cohort analysis, experimentation support, insight generation, AI-enabled analytical support, and impact measurement related to end-to-end customer experience.

• Workstream will emphasize advanced analytics capabilities over traditional data science and will leverage approved enterprise tools and platforms, including Google BigQuery and approved AI-enabled analytical tools such as Claude and Gemini, subject to policies and governance.
• Perform data mining, exploratory analysis, and strategic analytics across customer experience, finance, and journey-related data sets.
• Identify opportunities across systems, policies, procedures, and service interactions that affect customer experience outcomes.
• Develop with a customer experience economics model that evaluates experience improvements to cost levers, revenue levers, and return on investment.
• Support the creation of Moment of Truth scorecards and related transformation metrics, including the development of L2 through L4 measures tied to customer experience initiatives.
• Analyze the first 90 days of the customer lifecycle to quantify key performance factors such as churn risk, contact rate, friction points, help-seeking behaviors, and resolution patterns.
• Evaluate customer journey data to identify where customers experience friction, how issues are categorized, where they seek help, and which root causes most affect trajectory.
• Assess call routing strategy, including where customers are routed, the effectiveness of current routing patterns, and opportunities for improvement.
• Analyze priority customer and product segments, including combined product journeys such as wireless plus home, to identify meaningful differences in experience and performance.
• Support experimentation and A/B testing analysis to evaluate the impact of program changes and identify improvements for future customer cohorts.
• Develop analytic outputs that help track performance over time, identify detractors, prioritize intervention opportunities, and define the next customer experiences or journeys to analyze.
• Estimate the expected and measured impact of end-to-end customer experience program changes for use in prioritization and roadmap development.

NOTES:

• Establish a fact-based understanding of end-to-end customer experience performance using advanced analytics and near real-time data analysis.
• Mine and analyze customer experience, finance, and journey data to identify actionable opportunities for improvement.
• Quantify the expected and measured impacts of customer experience program changes.
• Define a Customer Experience Economics view that connects experience improvements to revenue, cost, and ROI levers.
• Develop Moment of Truth scorecards and supporting L2 to L4 metrics for transformation initiatives.
• Analyze the first 90 days of the customer lifecycle to identify churn risk, contact drivers, friction points, and opportunities to improve customer trajectory.
• Identify detractors, root causes, and call routing improvement opportunities across priority customer journeys and product segments.
• Support experimentation and analytics-driven recommendations for improving future customer cohorts.

REQUIRED:

• Advanced analytics and strategic insight generation
• Data mining and exploratory analysis
• Customer experience analytics
• Journey analytics and cohort analysis
• Contact center or call routing analytics
• Finance data analysis and ROI modeling
• Google BigQuery and enterprise data environments
• Experimentation and A/B testing analysis
• Use of approved AI-enabled analytical tools in enterprise environments

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" Believe you can and you're halfway there. "

- Theodore Roosevelt

For applications and inquiries, contact: [email protected]