Senior Data Analyst - Chatbot/ Customer Service

Responsible for the overall planning, design, delivery and promotion of the Customer Service bot data analysis. Design an effective analysis and reporting system to enable internal teams quickly break-down key metrics, diagnose weak areas and suggest actionable items. Collaborate closely with cross-functional teams including PM, data engineering, and Customer Service operations team to achieve product objectives. Review Customer Service bot KPI and user cases regularly and find valuable insights to guide product and operation improvements. Requirements 5+ year experience; Bachelor’s degree and above in a quantitative or engineering field with professional work experience in a relevant field Strong analytical thinking and communication skills Experience with common analysis tools such as SQL, R, and Python Solid experience with at least one data visualization tool (Tableau, Qlik, PowerBI, etc.) Familiar and comfortable with large volumes of data and big data technology (Hadoop, Spark, Presto, hive) Experience in working with cross-functional teams to gather requirements and ability to set work priorities Good business sense and logical thinking. Ability to synthesize information and generalize the pattern Experience with customer service data analysis and AI bot analysis will be beneficial