CX Data Analyst

The role

You will own the analytics function for the Customer Experience organization. You will build and maintain dashboards, reports, and feedback loops to track north star metrics.

What you will do

• Own recurring reporting for Customer Experience
• Translate support data into clear narratives
• Track and maintain north star metrics including cSAT, TTR, QA scores, bug escalation rate, and First Response Time
• Build and maintain self-serve dashboards
• Partner with Support Systems to ensure Zendesk is instrumented
• Work with the central data team to connect support data to broader sources
• Identify and close data collection gaps
• 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

Required qualifications

• 3–5 years of experience in analytics
• At least 2 years directly in support operations, customer success operations, or a closely adjacent function
• Fluency in support platform data
• SQL proficiency
• Dashboard experience in Looker, Tableau, Sigma, Omni, or equivalent
• Reporting for multiple audiences
• Strong data storytelling
• Comfort operating solo

Nice to have

• Experience with Python for data manipulation or automation
• Familiarity with dbt or similar data transformation tooling
• Experience building or contributing to QA analytics programs
• Background supporting enterprise SaaS or AI-native products
• Experience working with Zendesk APIs or extracting data beyond standard reporting

About the company

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.