CX Analytics Engineer

3 days ago

Bengaluru, India Conduent Full time

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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