CX Data Analyst
HarveyVisit Harvey website
Harvey is an AI platform for legal and professional-services organizations.
Series F+Recently funded
Distributed
About Harvey
Harvey provides agents and collaborative tools for legal work, including legal research, document analysis, secure workspaces, contract intelligence, and organization-level analytics.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own the analytics function for Customer Experience, building dashboards, reports and feedback loops that track metrics like cSAT, TTR, QA scores and escalation rates. You'll work with Support Systems and the central data team, quantify the cost of product issues, and measure the impact of AI-driven support. This is a solo role.
Requirements
- 3-5 years in analytics, with 2+ years in support operations, customer success operations or similar
- Fluency in support platform data such as Zendesk
- SQL proficiency including CTEs and window functions
- Dashboard experience in Looker, Tableau, Sigma, Omni or equivalent
- Reporting for multiple audiences
- Strong data storytelling
- Comfort operating solo
Responsibilities
- Own recurring reporting for Customer Experience
- Translate support data into clear narratives
- Track north star metrics such as cSAT, TTR, QA scores, escalation rate and First Response Time
- Build and maintain self-serve dashboards
- Partner with Support Systems to instrument Zendesk
- Work with the central data team to connect support data to other sources
- Identify and close data collection gaps
- Design feedback loops to Product, Engineering and Customer Success
- Quantify operational cost of product bugs, feature gaps and onboarding failures
- Contribute to QA analytics
- Measure ticket deflection and AI support performance
- Support ad hoc analytical requests
Benefits
- Equity
