CX Data Analyst
Hybrid (New York)$112k - $168kFull-timePosted 4mo ago
About the role
Harvey is hiring a solo Analytics role to own the Customer Experience analytics function, building dashboards, reports, and feedback loops to measure north star metrics (cSAT, TTR, QA scores, escalation rates) and drive action.
Responsibilities
- Own recurring reporting for Customer Experience — weekly, monthly, and QBR-ready — tailored to ops, leadership, and cross-functional audiences
- Translate support data into clear narratives: what's happening, why, and what to do about it
- Track and maintain north star metrics: cSAT, TTR by tier, QA scores, bug escalation rate to EPD, and First Response Time
- Build and maintain self-serve dashboards that give the ops team and leadership real-time visibility into support performance
- Partner with Support Systems to ensure Zendesk is instrumented to capture the data we need
- Work with Harvey's central data team to connect support data to broader product and customer data sources
- Identify and close data collection gaps — if we can't measure it, help define how we should
- Design feedback loops that connect support signals to Product, Engineering, and Customer Success
- Quantify the operational cost of product bugs, feature gaps, and onboarding failures
- Contribute to QA analytics as the QA program matures
- Track ticket deflection, AI/chatbot performance, and self-service effectiveness
- Measure the impact of AI-driven support — containment rate, escalation rate from AI interactions, resolution quality
- Support ad hoc analytical requests from the Support Operations Manager, Customer Experience leadership, and senior stakeholders
Qualifications
- 3–5 years of experience in analytics, with at least 2 years directly in support operations, customer success operations, or a closely adjacent function
- Fluency in support platform data — Zendesk (or equivalent) structure and data behavior
- SQL proficiency — complex queries against large datasets (CTEs, window functions, joins across schemas)
- Dashboard experience — Looker, Tableau, Sigma, Omni, or equivalent
- Reporting for multiple audiences — frontline manager vs CFO understanding
- Strong data storytelling — write the narrative, not just present numbers
- Comfort operating solo — able to deliver without a team
Skills
Required:SQLDashboardingData storytellingSupport data fluency
Benefits
- Comprehensive health, dental and vision coverage
- retirement benefits (401k match up to 4%)
- flexible PTO
Last updated Sep 2, 2026. Interested? Apply on the company site.
About Harvey
Professional Class AI
Harvey is a platform built to meet the standards of the world’s leading professional service firms.
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