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Senior Data Analyst, Customer Service Analytics
Netflix
Los Gatos, CA, United States
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Netflix is a company that is transforming the way we watch television. We are leading the SVOD business and as we develop markets globally, we are looking to build teams with very high concentrations of talent. Customer Service is one of the few verticals in which we clearly hear the sentiments of our customers. At Netflix, we take Customer Satisfaction very seriously, continuously driving satisfaction higher, by listening to what our customers tell us.
We are looking for an exceptional, highly driven Data Analyst that will take Customer Service analytics to the next level. A critical thinker who thinks ‘outside the box’ to find creative, elegant ways to use rich data to improve CS KPIs, such as customer satisfaction and agent efficiency. You will be working directly with CS Leadership, Operations, Product Managers and Engineering teams, partnering to drive decisions and to support clearly articulated directional recommendations. You will present your findings and use data to tell compelling stories.
Responsibilities:
• Provide decision-support to Engineering and Customer Service teams by performing descriptive, statistical analysis and building presentations on a daily basis
• Mine through CS data to develop deep analysis producing meaningful insights that will lead to improving customer satisfaction, operational efficiency and drive key CS decisions
• Translate unstructured, complex business problems into a mathematical framework
• Provide expert advice and education in the area of statistical analysis
Qualifications:
• Essential:
• Strong expertise in mining data to pull meaningful, actionable insights and building comprehensive, descriptive analysis to support and present your findings
• Strong statistical background that will allow you to apply various statistical techniques to support your analysis
• Extensive experience writing SQL on various RDBMS (Oracle, Teradata, MySQL etc.)
• Experience working with analytical tools to support data analysis, reporting and visualization (MicroStrategy, Tableau, R, etc.)
• Enjoyment of creating impressive visualizations that make data insights easily digestible
• Excellent communication skills: written, verbal and presentation skills is a must
• Passionate about data and insights, extremely curious, with great attention to detail
• B.S. or M.S. in Computer Science, MIS, Engineering or related field
• Desired:
• Some experience in predictive analytics / statistical modeling / text analytics
• Experience working with distributed computing tools, such as Spark, MapReduce or other NoSQL or scripting experience
• Experience programming with languages such as Python, Java
• Understanding of Data Warehouse concepts
• Experience in Customer Service analytics
A few more things to know:
• We expect a lot. Our culture is unique and we live by our values, so it's worth learning more about Netflix at jobs.