Data Analyst, Customer Service
Amsterdam, Netherlands
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Summary of the Role
As a Data Analyst, you’ll be a key player responsible for creating and maintaining Customer Service reports within BI tools. You will analyze diverse data sets, including workforce management forecasting and scheduling metrics, vendor performance, and customer experience metrics, to identify trends and deliver executive-level updates. Additionally, you will be responsible for providing user support to our vendor partners and triaging Customer Service data integrity issues with our engineering team. Lastly, you will work closely with internal CS teams and Vendor partners to ensure accurate, effective use of workforce management and operational data across the customer service function.
Responsibilities
Responsible for the creation and maintenance of Global Customer Service dashboards and reports for both internal stakeholders and vendor partners within various BI tools such as Tableau
Partner with the Netflix Data Visualization team to migrate ad hoc Tableau dashboards into Netflix's custom data visualization tools
Extract, manipulate, and analyze large datasets from various sources to identify patterns, trends, and anomalies in customer service data
Provide tier-one support to vendor partners data consumers. Collaborate with Data engineering teams to ensure timely resolution of data integrity issues
Educate and train users on how to most effectively utilize and interpret reports and data
Create and maintain up-to-date documentation, including data dictionaries, report definitions, and best practices
Partner closely with multiple cross-functional teams to understand reporting requirements, business processes, and KPIs
Prepare and deliver periodic exec-level updates on status, insights, and trends to help inform and guide critical business decisions
Develop and implement comprehensive and consistent strategies, tools, and processes related to dashboard maintenance and reporting support
Qualifications and Competencies
Bachelor’s degree in Math, Statistics, Business, Information Technology, or other demonstrated experience in a quantitative field or equivalent work experience accepted
5+ years of data analysis, reporting, and business intelligence, preferably in a customer service or related operational context
Proficiency in data manipulation and analysis using data visualization tools like Tableau, Power BI, or similar.
Demonstrated experience in designing and generating complex reports, dashboards, and visualizations that provide actionable insights to drive operational improvements
Experience working with large datasets and performing data cleansing, transformation, and validation to ensure data accuracy and integrity.
Project/program management, process development, influencing, modeling, and consulting skills
Communication, partnership, and interpersonal skills – ability to communicate complex concepts in simple terms, keeping diverse audiences in mind to drive results
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.
* Salary range is an estimate based on our AI, ML, Data Science Salary Index 💰
Tags: Business Intelligence Consulting CX Data analysis Data visualization Engineering KPIs Mathematics Power BI Statistics Tableau
Perks/benefits: Health care
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