Senior Data Analyst, Customer Service

About

• Company: BetMGM
• Position: Senior Data Analyst, Customer Service
• Experience Required: 3 – 5 years
• Location: United States – Jersey City, NJ
• Work Arrangement: Hybrid

Responsibilities

• Analyze customer service data from various sources (e.g., CRM systems, call center recordings, surveys) to identify trends, patterns, and areas for improvement.
• Develop and maintain data models and dashboards to visualize key customer service metrics.
• Conduct root cause analysis to identify the underlying reasons behind customer issues and dissatisfaction.
• Support the development and implementation of data‑driven initiatives to improve customer service processes and agent performance.
• Partner with stakeholders across the organization (e.g., customer service leadership, product teams, marketing) to translate data insights into actionable recommendations.
• Stay up-to-date on the latest customer service trends and technologies.
• Communicate complex data findings in a clear, concise, and compelling way.

Requirements and Qualifications

Education

• You will expected to have a BSc or MSc Degree educated in a Statistics, Maths or Science based subject

Qualifications

• Bachelor's degree in Data Science, Statistics, Business Analytics, or a related field (or equivalent experience).
• 4+ years of experience in data analysis, preferably with a focus on customer service or a related field.
• Strong analytical skills with proficiency in SQL and data visualization tools (e.g. Power BI).
• Skilled in data analytics using python
• Excellent communication and presentation skills, with the ability to explain complex data findings to a non‑technical audience.
• Proven ability to work independently and manage multiple projects simultaneously.
• Strong problem‑solving skills and a passion for continuous improvement.
• A deep understanding of customer service principles and best practices (a plus).

Additional Requirements (if Applicable)

• Some knowledge of reporting tools, Tableau / MicroStrategy / Power BI or similar
• Advanced use of Microsoft Office especially Excel and Powerpoint
• Curious in nature
• Good verbal reasoning skills
• Articulate and confident when presenting the output of your work
• Highly data and statistical driven