Senior Analyst Conversational AI Analytics

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Accountabilities:

• Own and evolve the measurement framework for conversational AI products, including KPIs related to containment, resolution, intent accuracy, sentiment, drop-off, and conversation completion.
• Build and maintain dashboards and reporting systems to monitor voice and chat performance, behavioral trends, and customer experience metrics.
• Analyze conversation transcripts, dialogue flows, and interaction data to identify friction points, escalation opportunities, fallback loops, and UX gaps.
• Partner with AI, product, and UX teams to define success metrics, improve conversational flows, and optimize customer journeys.
• Conduct mixed-methods research by combining quantitative analytics with qualitative insights from usability testing, session reviews, and customer feedback.
• Support A/B testing initiatives for conversational experiences, dialogue variations, and escalation strategies.
• Present findings and recommendations to technical and non-technical stakeholders, translating complex analytics into clear business insights.
• Collaborate with engineering teams to ensure accurate event tracking, logging, and data governance practices.
• Monitor post-launch conversational performance, identify regressions or model drift, and support continuous improvement initiatives.
• Stay informed on emerging trends in conversational AI, NLP evaluation, UX analytics, and AI-driven customer experience technologies.

Requirements:

• 4+ years of experience in UX analytics, product analytics, or a related data-focused role, including at least 1–2 years working with conversational AI, chatbot, or voice AI products.
• Strong experience analyzing conversational data, including transcript reviews, intent recognition accuracy, fallback rates, sentiment scoring, and user behavior patterns.
• Proficiency with analytics and business intelligence tools such as Tableau, Looker, Power BI, or similar platforms.
• Solid SQL skills for querying conversation logs and event data; Python or R experience is a plus.
• Strong understanding of UX research methodologies, including usability testing, journey mapping, qualitative analysis, and mixed-methods research.
• Familiarity with conversational AI concepts such as intents, entities, dialogue management, NLP/NLU, escalation logic, and conversational flow optimization.
• Excellent communication and storytelling skills with the ability to present insights clearly to cross-functional and executive stakeholders.
• Ability to thrive in a fast-paced environment while managing multiple projects and ambiguous challenges simultaneously.
• Experience with conversational analytics platforms, voice AI systems, LLM-based products, or experimentation frameworks is highly valued.
• Background in fintech, financial services, or customer experience analytics is a plus.

Benefits:

• Competitive annual salary ranging from $114,500 to $131,500 based on experience and location.
• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) plan with company matching contributions.
• Paid holidays, vacation time, sick leave, and volunteer time off.
• 12 weeks of paid parental leave.
• Wellness incentive programs and additional voluntary benefits.
• Pre-tax transit benefits and no-cost life insurance coverage.
• Employee mentorship, leadership development, and career growth opportunities.
• Pet health insurance discounts and supportive employee wellness initiatives.
• Fully remote work environment with exposure to cutting-edge AI and analytics initiatives.

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