CX Analytics Engineer

Conduent

3 - 8 years

10 - 14 Lacs

bengaluru

Posted:3 weeks ago| Platform:

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Skills Required

documentation data engineering sql story writing data integration tools genesys python airflow power bi microsoft azure machine learning salesforce tableau r qualtrics servicenow saas web analytics dax data visualization aws statistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities

Design, build, and maintain scalable data pipelines to collect and analyze customer interaction data across digital and offline channels.
Develop and maintain dashboards and reports to monitor key CX metrics such as NPS, CSAT, CES, and churn.
Collaborate with CX, product, and marketing teams to identify friction points and opportunities in the customer journey.
Conduct A/B testing and cohort analysis to evaluate the impact of CX initiatives.
Integrate data from CRM, call center, survey, and web analytics platforms to create a unified customer view.
Work with cross-functional teams including operations, IT, and customer support
Participate in testing and validating analytics solutions
Document processes, data flows, and technical specifications
Present insights and recommendations to stakeholders and senior leadership.

Qualifications

3+ years of experience in data engineering, analytics, or a related field with a focus on customer experience.
Proficiency in SQL and Python; experience with dbt, Airflow, or similar tools is a plus.
Strong experience with data visualization tools (e.g., Tableau, Power BI, Looker).
Familiarity with CX platforms and CRMs, such as Genesys Cloud, NICE, Qualtrics, Salesforce, and ServiceNow.
Experience working with cloud data platforms (AWS, or Azure).
Strong communication and documentation skills

Preferred Qualifications

Experience in SaaS, or CX product environments.
Knowledge of customer journey mapping and operational analytics.
Knowledge of Python, R, or DAX for data manipulation and analysis
Curiosity and a passion for improving customer experience through data
Excellent communication and storytelling skills with the ability to translate data into business insights.
Background in statistics or machine learning is a plus.

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