CX Analyst II (MID)

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

Welcome to the CX Strategy Group at LivePerson! Within the Group, we are the CX Analysis team of 5 people located across 2 countries in (EMEA, APAC). We're seeking a highly skilled and passionate CX Analyst to join our dynamic team at LivePerson. In this role, you'll be instrumental in unlocking the power of messaging data to drive impactful insights and optimize our communication strategies. You'll be responsible for analyzing complex datasets, crafting compelling visualizations, and delivering data-driven recommendations that directly influence our business outcomes. This role demands advanced proficiency in Tableau, coupled with practical experience in PowerBI. 

Applicants must be authorized to work in Poland.

In this role, you will have the opportunity to (your tasks): 

• Data Analysis and Reporting:

• • Analyze messaging data from various sources (e.g., LivePerson platform data, Web, WhatsApp, In-app messaging, social media, SMS, email) to identify trends, patterns, and opportunities for improvement.
  • Develop and potentially maintain comprehensive dashboards and reports using Tableau/PoweBI to track key performance indicators (KPIs) related to messaging campaigns and platform usage.
  • Generate ad-hoc reports and analyses to support strategic decision-making and operational needs.
  • Present findings and recommendations to stakeholders in a clear, concise, and actionable manner.

• Data Management and Manipulation:

• • Extract, clean, and transform large datasets from diverse sources using SQL and Python (Pandas, NumPy).
  • Ensure data accuracy and integrity through rigorous data validation processes.
  • Develop and maintain data pipelines for efficient data processing and analysis within the LivePerson data ecosystem.

• Visualization and Insights:

• • Create interactive and visually appealing dashboards and reports in Tableau to communicate complex data insights effectively.
  • Utilize PowerBI to supplement and enhance data visualizations and reporting capabilities.
  • Identify key metrics and develop insightful visualizations to monitor messaging campaign performance and platform health.
  • Translate data insights into actionable recommendations for improving messaging strategies and platform optimization.

• Collaboration and Communication:

• • Collaborate with our team of Strategists to understand business requirements and provide data-driven support.
  • Communicate complex data findings and recommendations to both technical and non-technical audiences.
  • Document data processes, methodologies, and findings.

• Tool Proficiency:

• • Maintain and expand proficiency in Tableau for advanced data visualization.
  • Utilize PowerBI to create reports and dashboards.
  • Write efficient code in Python for data manipulation and analysis.
  • Write efficient SQL queries.

Here are some of the things you'll bring (requirements):

• Minimum 3 years of experience in a data analysis role, preferably with a focus on messaging data (but not essential).
• Advanced proficiency in Tableau for data visualization and dashboard creation.
• Experience with PowerBI for creating reports and dashboards.
• Proficient in translating complex datasets into compelling visual presentations that drive strategic decision-making and deliver actionable recommendations.
• Excellent analytical and problem-solving skills.
• Strong communication and presentation skills to both internal and external stakeholders.
• Ability to work independently and as part of a team.

Preferred Skills:

• • Strong understanding of messaging metrics and KPIs
  • Programming skills in Python for data manipulation and analysis.
  • Proficiency in SQL for data extraction and manipulation.
  • Knowledge of statistical modeling and machine learning techniques.
  • Experience with web analytics tools (e.g., Google Analytics).
  • Experience working with LivePerson platform data.
  • Experience with A/B testing and statistical analysis is a plus.
  • Experience with cloud based data warehouses like Bigquery, Redshift, or Snowflake is a plus.

Benefits:

• Annual Leave extended to a limit of 28 days (regardless of seniority);
• Additional days supporting employee wellbeing - Care Days (up to 5 days per year)
• 2 additional days of Volunteering per year (you choose how to use them, the important thing is that you do something good!)
• Remote first company with offices in the centre of Katowice and Warsaw
• Modern equipment (Windows Laptop)
• Annual bonus available to each employee,
• Development: generous tuition reimbursement, access to internal professional development resources
• Monthly meetings for those interested in joining us at our Warsaw or Katowice office for delicious lunches

Belonging at LivePerson: 

Equal opportunities and the autonomous participation of people with severe disabilities and those with equivalent status, as well as respectful collaboration, are given at LivePerson. We warmly welcome applicants with disabilities or equivalent status. If you have any questions or require accommodations to create the best possible work environment at LivePerson, please don't hesitate to let us know.

We're seeking a highly skilled and passionate CX Analyst to join our dynamic team at LivePerson. In this role, you'll be instrumental in unlocking the power of messaging data to drive impactful insights and optimize our communication strategies. You'll be responsible for analyzing complex datasets, crafting compelling visualizations, and delivering data-driven recommendations that directly influence our business outcomes. This role demands advanced proficiency in Tableau, coupled with practical experience in PowerBI.

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information.  This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.

LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact [email protected]