RH is looking for a Data Analyst to join our Customer Experience team. This role exists to transform complex contact center data into meaningful insights that elevate performance, enhance service standards, and drive operational excellence. As a key contributor within our Customer Delight Center, you will uncover trends, identify opportunities, and help shape data-driven decisions that directly impact the client experience and the success of our business. YOUR RESPONSIBILITIES
Live Our Vision, Values, and Beliefs
Analyze and aggregate large-scale datasets to identify performance trends, volume patterns, and anomalies that inform strategic decision-making
Lead root cause analysis across data, systems, and processes to uncover actionable insights and drive continuous improvement
Architect and maintain reliable data pipelines and ETL processes that ensure the integrity, scalability, and accessibility of critical reporting data
Develop and deliver clear, compelling dashboards and reports that translate complex data into meaningful business narratives
Partner cross-functionally with Customer Experience, Operations, Technology, and external stakeholders to align insights with business priorities
Provide proactive updates on projects and initiatives, ensuring visibility, accountability, and timely execution
OUR REQUIREMENTS
5+ years of experience in data engineering, analytics, or business intelligence
Advanced SQL expertise and deep experience with relational databases (SQL Server, Postgres, MySQL); exposure to NoSQL environments preferred
Proven experience designing and maintaining scalable data infrastructure and ETL (Extract, Transfer & Loading of data) processes, including SSIS and SQL Server–based tools
Strong analytical mindset with demonstrated expertise in analysis and translating complex, ambiguous datasets into actionable insights
Experience with cloud-based data platforms such as Snowflake, Azure Data Factory, or Informatica
Proficiency in reporting and visualization tools, including Power BI, Tableau, Salesforce Reporting, MicroStrategy, or Microsoft Report Builder
Working knowledge of Salesforce data architecture and APIs
Exceptional collaboration and communication skills, with the ability to influence cross-functional partners
Experience with Python, Ruby, JavaScript, or C#, and familiarity with contact center data, KPIs, and performance metrics, preferred
PHYSICAL REQUIREMENTS
Frequently remain in a stationary position (seated) for extended periods while working at a computer
Frequently view and interpret information on a computer screen for prolonged periods
Frequent movement within an office environment to attend meetings or collaborate with cross-functional teams
Communicate effectively, including participating in virtual and in-person meetings
