Product Analyst (Customer Care Platform)

WHAT YOU'LL DO

In this role, you will be responsible for analyzing product, chatbot, and support data across all products and channels, building the metrics and business cases that drive prioritization, identifying opportunities to resolve customer issues as early as possible, and measuring the success of the team's initiatives.

Your responsibilities include:

Analysis & Root Cause Investigation

• Analyze data across all resolution channels: product usage and user behaviour, chatbot and AI conversation logs, and human agent support interactions, across all products and customer segments (consumer and enterprise).
• Connect product usage data to support outcomes.
• Identify the in-product journeys, error states, and drop-off points that lead to customers needing help.
• Analyze chatbot conversation data to identify where AI interactions fail, where customers drop off or escalate, and ...