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Customer Service Analytics & Insights Analyst
At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next. Summary The CS Analytics & Insights Analyst combines two areas of work within Customer Service (CS). The first is demand forecasting judgment: interpreting the output of the CS demand forecast, applying informed overlays for events the model cannot yet see, explaining variances, and providing the final demand outlook used for staffing decisions. The second is CS Insights: using contact-driver analysis, customer-experience data and conversation analysis to explain why customers contact CS and where the opportunities are. The two areas reinforce each other. Contact-driver insights improve the forecast, and forecast variances point to the questions insights work should investigate. This is an analytical and operational role; forecasting tools and statistical models are maintained by partner teams. This role focuses on data and insight generated through Customer Service, and works alongside enterprise consumer-insights teams rather than in place of them. Responsibilities Forecasting judgment * Interpret the CS demand forecast: review model output, identify where human judgment or overrides are warranted, and document the rationale. * Build overlays and scenarios for known upcoming events (product launches, pricing and policy changes, live events, outages, marketing activity, market-specific anomalies) and quantify likely demand ranges. * Perform forecast variance and root-cause analysis to understand not only how far the forecast missed but why, and identify systematic bias by market, channel, contact driver, horizon or event type. * Share learnings with the teams that maintain the forecasting tools, and translate operational context into clear requirements for improvement. * Maintain the forecasting calendar, assumptions, event inputs and forecast-accuracy measures. * Provide the final demand outlook to Workforce Management and Capacity Planning partners, including assumptions about GenAI deflection and contact mix. * Identify repeatable preparation, validation and QA work that can be automated. CS Insights * Conduct CS contact-driver and customer-experience analysis to explain demand shifts, emerging friction points and the effect of product, pricing and policy changes on CS contacts. * Support launch tracking and post-launch evaluation, and deliver recurring insights through templates and reports. * Work with CS vendor partners to execute routine research tasks, provide clear instructions, and review outputs for quality. * Contribute quantitative analysis, and over time qualitative and mixed-methods work, to research projects scoped with the CS Analytics & Insights Lead. * Use GenAI and conversation-intelligence tools to analyze contacts at scale and surface emerging issues. * Package findings into clear stories and recommendations for CS leadership and cross-functional partners. Across both areas * Partner with Data Analysts on data requirements, datasets and dashboards that support forecasting and insights work. * Support Streaming, Player Support and Games Moderation business units. * Share coverage and best practices with fellow analysts on the team. * Use GenAI tools as a standard part of how work is done, and continually look for ways to redesign forecasting and insights workflows around them. Qualifications * 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. Preferred * 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. Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $150,000.00 - $230,000.00. This compensation range will vary based on location. Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer 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. See more details about our Benefits here. Netflix is a unique culture and environment. Learn more here. Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner. We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Job is open for no less than 7 days and will be removed when the position is filled.
