CX Analyst II (MID) @ LivePerson
LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences. Welcome to the CX Strategy Group at LivePerson! Within the Group, we are the CX Analysis team of 5 people located across 2 countries in (EMEA, APAC). We're seeking a highly skilled and passionate CX Analyst to join our dynamic team at LivePerson. In this role, you'll be instrumental in unlocking the power of messaging data to drive impactful insights and optimize our communication strategies. You'll be responsible for analyzing complex datasets, crafting compelling visualizations, and delivering data-driven recommendations that directly influence our business outcomes. This role demands advanced proficiency in Tableau, coupled with practical experience in PowerBI. Applicants must be authorized to work in Bulgaria. In this role, you will have the opportunity to (your tasks): Data Analysis and Reporting: Analyze messaging data from various sources (e.g., LivePerson platform data, Web, WhatsApp, In-app messaging, social media, SMS, email) to identify trends, patterns, and opportunities for improvement. Develop and potentially maintain comprehensive dashboards and reports using Tableau/PoweBI to track key performance indicators (KPIs) related to messaging campaigns and platform usage. Generate ad-hoc reports and analyses to support strategic decision-making and operational needs. Present findings and recommendations to stakeholders in a clear, concise, and actionable manner. Data Management and Manipulation: Extract, clean, and transform large datasets from diverse sources using SQL and Python (Pandas, NumPy). Ensure data accuracy and integrity through rigorous data validation processes. Develop and maintain data pipelines for efficient data processing and analysis…
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