Customer Service Analyst, Analytics & Insights

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $150k - $230k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📉 Data Analyst

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Netflix

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1997

📱 Media

👥 B2C

Media • B2C

Netflix is a global streaming entertainment company and content producer whose stated mission is "to entertain the world. " It operates a consumer-facing subscription platform offering on-demand TV shows, films, and original programming, and also runs a public careers site emphasizing culture, inclusion, and hiring accommodations. The provided text highlights Netflix’s focus on recruiting talent worldwide, its work-life and culture pages, and its public-facing employer materials.

📋 Description

• Interpret CS demand forecast output, identify when human judgment or overrides are warranted, and document the rationale • Build overlays and scenarios for upcoming events and quantify likely demand ranges • Perform forecast variance and root-cause analysis to identify systematic bias • Share learnings with forecasting-tool teams and translate operational context into improvement requirements • Maintain the forecasting calendar, assumptions, event inputs and forecast-accuracy measures • Provide the final demand outlook to Workforce Management and Capacity Planning partners • Identify preparation, validation and QA work that can be automated • Conduct CS contact-driver and customer-experience analysis • Support launch tracking, post-launch evaluation, recurring insights, and research projects • Work with CS vendor partners to execute routine research tasks and review outputs • Use GenAI and conversation-intelligence tools to analyze contacts at scale • Package findings into stories and recommendations for CS leadership and cross-functional partners • Partner with Data Analysts on data requirements, datasets and dashboards • Support Streaming, Player Support and Games Moderation business units • Share coverage and best practices with fellow analysts • Redesign forecasting and insights workflows around GenAI tools

🎯 Requirements

• Bachelor's degree in Math, Statistics, Economics, Finance, Engineering, Data Science or a related quantitative field, or equivalent experience • 4+ years in analytics, customer insights, research, forecasting, workforce management or contact-center analytics, with a record of turning data into recommendations • Proficiency in SQL and spreadsheet modeling, and the ability to interrogate a model or dataset rather than accept its output at face value • Working understanding of forecasting concepts such as seasonality, event impacts, workload and forecast accuracy, or the ability to learn them quickly • Experience analyzing customer or CS contact data to identify drivers, trends and root causes • Strong written and verbal communication, including explaining forecast changes and research findings to non-technical and senior audiences • Demonstrated experience applying GenAI tools in analytical work • Direct experience owning or interpreting a contact-center demand forecast (interval, daily or weekly), including AHT and workload • Experience with modern forecasting tools, or Python/R beyond spreadsheet-based forecasting • Background combining forecasting with customer insights or research, with a strong foundation in statistics • Experience with qualitative or mixed-methods research, or with GenAI/NLP analysis of unstructured customer data • Experience in outsourced or multi-vendor contact-center environments

🏖️ Benefits

• Health Plans • Mental Health support • 401(k) Retirement Plan with employer match • Stock Option Program • Disability Programs • Health Savings and Flexible Spending Accounts • Family-forming benefits • Life and Serious Injury Benefits • Paid leave of absence programs • Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off • Full-time salaried employees are immediately entitled to flexible time off