Data Analyst, Customer Service

Who you are

You have a strong background in data analysis, particularly in customer service metrics, and are skilled in creating and maintaining reports using BI tools like Tableau. You excel at extracting, manipulating, and analyzing large datasets to identify patterns and trends that can drive business decisions. Your experience includes providing user support and collaborating with various teams to ensure data integrity and effective use of operational data.

You are detail-oriented and possess excellent problem-solving skills, allowing you to triage data integrity issues effectively. You have a collaborative mindset and enjoy working closely with internal teams and vendor partners to enhance customer service operations. Your ability to communicate complex data insights to stakeholders at all levels is one of your key strengths.

Desirable

Experience with additional BI tools or data visualization platforms is a plus. Familiarity with workforce management forecasting and scheduling metrics will help you excel in this role. A background in customer experience metrics will also be beneficial as you work to improve service delivery.

What you'll do

In this role, you will be responsible for creating and maintaining global customer service dashboards and reports for both internal stakeholders and vendor partners. You will partner with the Netflix Data Visualization team to migrate ad hoc Tableau dashboards into Netflix's custom data visualization tools, ensuring that all reports are accurate and insightful.

You will extract, manipulate, and analyze large datasets from various sources to identify patterns, trends, and anomalies in customer service data. Your insights will help inform executive-level updates and strategic decisions. Additionally, you will provide tier-one support to vendor partners who consume data, ensuring they have the resources they need to utilize the data effectively.

Collaboration is key in this role, as you will work closely with internal customer service teams and vendor partners to ensure the accurate and effective use of workforce management and operational data. You will also be involved in identifying and resolving data integrity issues, working alongside the engineering team to maintain high data quality standards.

What we offer

At Netflix, you will be part of a diverse and inclusive team that values collaboration and innovation. We offer competitive compensation and benefits, along with opportunities for professional growth and development. You will have the chance to work with cutting-edge technologies and contribute to a company that is a leader in the entertainment industry. Join us in shaping the future of entertainment through data-driven insights and exceptional customer service.