CX Analytics Engineer
- Conduent
- 3 - 8 years
- Bengaluru
- 7 months ago
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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.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Data Science & AnalyticsRole Category: Data Science & Analytics - OtherRole: Data Science & Analytics - OtherEmployement Type: Full timeContact Details:
Company: ConduentLocation(s): Bengaluru
Keyskills: 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
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