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Lead Business Analyst

25 minutes ago
India
Full-time
Lead
Business Analyst
Data Science and Analytics
Generative AI LLM Python SQL
Apply Now
Netomi

Netomi

Netomi is an AI-first customer service platform revolutionizing customer support with industry-leading resolution rates and multilingual support.

IT Services
51-250
Founded 2015
$52M raised
View All Jobs 36

Description

  • Lead conversation-level analytics across AI and human-assisted customer interactions.
  • Analyze resolution quality, looping behavior, escalation effectiveness, and failure patterns across clients.
  • Identify recurring patterns that reduce customer friction, confusion, and repeat contacts.
  • Own DSAT and Voice-of-Customer root-cause analysis and connect dissatisfaction to conversation and journey issues.
  • Explain how prompts, knowledge sources, playbooks, and tools influence AI behavior and outcomes.
  • Produce decision-grade insights and recommendations that guide AI optimization and product improvements.
  • Identify systemic patterns across clients, use cases, and channels.
  • Serve as a subject-matter expert for conversational AI analytics within Customer Success and partner teams.

Requirements

  • 6–10+ years of experience in analytics, applied science, decision science, or CX analytics roles.
  • Strong experience analyzing conversational, customer support, or interaction-level data.
  • Hands-on working knowledge of SQL and Python for data exploration and analysis.
  • Experience using LLMs or Gen-AI tools for analysis and insight generation, including writing effective prompts to summarize, cluster, and extract patterns from data.
  • Ability to create basic dashboards or visualizations to communicate findings effectively.
  • Strong understanding of conversation quality, DSAT drivers, and CX performance metrics.
  • Experience working with enterprise-scale customers, platforms, or complex support environments.
  • Proven ability to communicate complex findings in clear, decision-oriented narratives.

Interested in this position?

Apply directly on the company website

Apply Now

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