Descripción de la oferta
What makes Cognizant Netcentric a great fit for you? Si está considerando enviar una solicitud, asegúrese de pulsar el botón de solicitar de abajo después de leer la descripción completa. At Cognizant Netcentric, we create memorable digital experiences for the world's leading brands. We are a diverse, global community of Adobe experts working across countries, cultures, and technologies. Our inclusive culture blends the entrepreneurial spirit of a startup with the stability, resources, and learning opportunities of a global organisation. With Holacracy at our core, every individual is empowered to make an impact. The role We're looking for a Data Analyst to translate AI-generated insights from customer call transcripts into actionable product and operational improvements. Embedded in a cross-functional team alongside Data Scientists and Product Managers, you'll bridge the gap between technical insights and real-world implementation — helping identify why customers call and driving initiatives that reduce call volume and improve customer experience. The role sits at the intersection of data analytics, customer experience, and product development. What you'll do Work with AI-generated outputs from call transcript analysis (e.g., contact reasons, intent classification, conversation themes) Interpret and validate AI insights in collaboration with Data Scientists, ensuring business relevance and clarity Identify and structure key call drivers, customer pain points, and recurring issues Translate insights into clear, actionable recommendations for product and operational teams Collaborate with product teams to define features, improvements, and initiatives aimed at reducing call volume Develop a deep understanding of customer journeys Act as a bridge between Technical Team and Product Teams ensuring shared understanding of insights Analyze call center performance using SQL and/or Python (Databricks) across structured metrics and conversational datasets when needed Hands-on experience in connecting to various data sources, managing data integrations, and exploring and analyzing data across multiple platforms and systems. Design, build, and maintain Tableau dashboards to track live chat KPIs and enable self-serve insights Identify trends, customer pain points, and behavioral patterns, and translate them into actionable insights Write advanced queries and data transformations to process large-scale, multi-source datasets Perform data preparation, exploratory analysis, and reporting automation Ensure data consistency, KPI alignment, and clarity across teams What you bring 3–5 years of experience in Data and Product Analytics Strong ability to interpret data and translate insights into business actions Solid working knowledge of SQL and data exploration (Databricks preferred) Solid understanding of prompting and GPT models Experience working with cross-functional teams (product, operations, data science) Understanding of customer journeys and contact center environments Experience building dashboards in Tableau or similar BI tools Strong communication skills across technical and non-technical stakeholders Hands-on, proactive mindset with ownership of end-to-end topics At Cognizant Netcentric you get: Permanent contract 30 working days of vacation Flexible working hours Recognition bonus system Private health insurance Apple work equipment WFH equipment + welcome package WFH monthly expenses compensation Access to Udemy courses Adobe certification Sponsored gym membership Tax-free benefits (ticket restaurant, kindergarten and transport) A dynamic and international team Everyone has a voice; we are a Holacracy organisation At Cognizant Netcentric, we embrace an inclusive workplace, one where diversity is not just respected but celebrated. We do not discriminate based on age, gender, race, religion, sexual orientation, disability, or any other protected status. Our doors are wide open to all those who meet our high standards, and we cherish the distinct individuality and unique perspectives in our teams. We firmly believe that a diverse and equitable workforce is the catalyst for groundbreaking innovation, boundless creativity, and seamless collaboration. We are aware of bias and have established clear criteria to take them out of the decision-making process, ensuring all qualified applicants will receive consideration for employment. xbhjioe Hay opciones de teletrabajo/trabajo desde casa disponibles para este puesto.
