Customer Experience Analyst

Customer Experience Analyst – Stamford, CT 

We’re seeking a Customer Experience Analyst to join a high-impact initiative focused on training AI models that enhance both customer and agent interactions. This is a visible and collaborative role where you’ll help uncover insights that shape how customers engage with the brand. By analyzing recorded calls, identifying pain points, and maintaining trackers to monitor model accuracy, you’ll play a key role in driving data-backed improvements to the overall customer journey. This position also offers the opportunity to collaborate directly with cross-functional teams and AI specialists in an onsite environment.

Must Have Skills

• 5+ years of experience as a Business Analyst or Data Analyst, specifically supporting customer data projects

• Proficiency in PowerPoint, Excel, and Word

• Excellent oral and written communication skills

• Strong organizational skills and attention to detail

• Active listener able to capture nuanced insights and translate them into actionable outcomes

• Analytical thinker with strong problem-solving skills

• High level of empathy with the ability to deliver feedback that drives positive change

• Naturally curious and eager to learn

Nice to Have Skills

• Experience with Charter or within the telecommunications industry

Day-to-Day Responsibilities

• 80% analyzing customer calls to identify patterns, opportunities, and key data points; 20% engaging with cross-functional teams to share insights and collaborate on solutions

• Structuring and maintaining data trackers to monitor AI model performance and accuracy

• Partnering closely with AI specialists and other project teams to ensure data integrity and model improvement

• Working in a highly team-oriented environment with opportunities for onsite collaboration and knowledge sharing

• Providing insights and recommendations that directly impact customer and agent experience
  
  
  TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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