Job Description
Job Description
About This Opportunity
Judit Inc. is hiring on behalf of one of our largest clients — a global technology leader in consumer electronics, semiconductors, and mobile communications. This is a temporary, contract position: you'll be employed by Judit Inc. and work directly alongside our client's team.
The description below is our client's overview of the background, skills, and experience they're looking for. If you meet most — but not all — of these, we still want to hear from you. Your Judit recruiter will walk you through the day-to-day work, schedule, pay, and contract length before anything moves forward.
What you'll do
You'll lead analytics for customer service and pre-sales chat, turning conversation, ticketing, CRM, and e-commerce data into insights that improve customer satisfaction, conversion, and revenue. You'll build the data models and dashboards leadership relies on, apply NLP and AI to understand customer conversations, and guide a team of analysts while partnering with engineering, operations, sales, product, and marketing.
Analytics strategy and insight
- Lead the analytics strategy for customer service and pre-sales chat, making sure insights directly improve NPS, CSAT, conversion rate, and revenue influence
- Conduct deep-dive analyses to identify customer pain points, revenue opportunities, and operational bottlenecks within chat workflows
- Recommend actions that improve agent productivity, reduce handling times, and enhance customer experience outcomes
- Partner with leadership to design forecasting models, capacity planning, and predictive insights that support operational readiness
Data, AI, and reporting
- Build scalable data models, pipelines, and architectures to support real-time and historical analytics across chat, ticketing, CRM, and e-commerce platforms
- Develop and operationalize AI/NLP-based analytics, including sentiment analysis, intent classification, conversation quality scoring, and chatbot/LLM evaluation
- Own performance dashboards and reporting that give leadership clear visibility into service health, agent effectiveness, and sales impact
- Establish governance standards for data quality, KPI definitions, and analytics practices across the organization
Team and collaboration
- Collaborate with engineering, CX operations, sales, product, and marketing teams to translate insights into measurable business improvements
- Manage and mentor analysts, building strong analytical rigor, data storytelling, and stakeholder engagement
What you'll bring
Top skills: SQL · Data Modeling · Python · Tableau
- 10+ years of experience in data analytics, business intelligence, or data science, including significant work in customer service, chat operations, or e-commerce environments
- Expertise in SQL, Python/R, big-data platforms (BigQuery, Snowflake), ETL/ELT workflows, and modern BI tools (Looker, Tableau, Power BI)
- Hands-on experience applying NLP, text analytics, conversational intelligence, or LLM evaluation to real-world customer interactions
- Knowledge of core CX and sales metrics: NPS, CSAT, CES, AHT, FCR, QA score, conversion rate, assisted revenue, cart abandonment insights, and operational SLAs
- Background in data modeling, analytics engineering, schema design, and building scalable, analytics-ready datasets
- Experience working with engineering and product teams to drive technical implementation of analytics solutions or AI enhancements
- A track record of leading analytics teams, coaching junior talent, and raising an organization's analytical maturity
- Ability to connect data signals to customer behavior, operational outcomes, and revenue opportunity, and to explain complex findings to leaders in clear, compelling terms
- Ability to manage multiple priorities and deliver high-quality insights on short timelines
Work details
- Location: Plano, TX — fully onsite