What you’ll be doing:

• Utilize speech and text mining tools to uncover actionable customer insights as part of speech and/or text analysis


• Evaluate large amounts of consumer or employee data and cull out key insights to support data-driven opportunities to improve key business metrics such as customer satisfaction, call volume, customer retention, employee satisfaction, etc.


• Design, manage and deliver client analyses, including customer sentiment analyses, topic modeling and visual dashboards


• Document business and functional requirements for dashboards and unstructured data analytics


• Maintain and execute VOC algorithms in Python


• Develop analytic plans, including sampling plans and programming specifications


• Analyze large-scale customer databases or data from big data platforms

What you’ll bring to us:

• 4-5 years of experience in topic modeling, sentiment analysis and classification within speech/text mining


• 1-2 years of experience with data query tools (including SQL, Python, Spark), big data file systems (e.g., Hadoop, AWS, Azure), and cloud computing platforms (e.g., Databrick) as well as experience with Python libraries including PySpark, PyTorch, Scikit-learn and Numpy


• Familiar with foundational NLP concepts (e.g., language models, embeddings) and have hands-on experience training and fine-tuning the model solution


• 1-2 years of experience with data visualization tools, such as Tableau or Power BI


• Proficiency with Excel and PowerPoint


• Bachelor’s degree in Computer Science, Linguistics, Statistics, Analytics or similar field; Master’s degree is preferred