Position: Senior Qlik sense Analyst/Developer

Location: Mountainview CA (Onsite)

Job type: Contract

Responsibility:-

Analyse customer behaviour and feature usage data to identify key drivers of KPIs.

Determine which customer actions and product interactions have the most significant impact on KPI performance.

Provide insights into customer sentiment, pain points, and areas for improvement by way of mining/analyzing data from call transcripts, survey responses & social channels

Conduct a thorough analysis of existing KPIs to understand their relationship with higher-level company metrics and ROI.

Quantify the impact of incremental improvements in KPIs on overall business performance.

Develop data visualizations to drive more informed business decisions.

Utilize business process modelling to create models that reflect an intuitive, non-technical model of how the business is conducted.

Identify key trends and outliers across customer verbatims, scores, and feedback.

Produce insightful data analysis to educate the business on trends and areas of opportunity around customer experience.

Plan and lead cross-functional design sessions that leverage key findings.

Establish and maintain effective working relationships with internal stakeholders and external partners.

7+ years of experience in a customer experience role

Expertise in developing dashboards and visualizations using Qlik sense

Expertise in database design and SQL

Experience working with customers in a multi-channel setting, including chat, email, and phone support

Experience with business process mapping, process analysis, and needs assessments

Experience working with large, noisy, and complex real-world data from multiple products and sources in preparation for statistical analysis

Experience performing data analysis and reporting in both detail and summary formats

Experience working with market and customer research inputs

Strong statistical and mathematical skills.