[Hiring] Customer Service Analytics & Insights Analyst @Netflix

Role Description

The CS Analytics & Insights Analyst combines two areas of work within Customer Service (CS): demand forecasting judgment and CS Insights.

• Demand Forecasting Judgment:
  • Interpret the CS demand forecast: review model output, identify where human judgment or overrides are warranted, and document the rationale.
  • Build overlays and scenarios for known upcoming events (product launches, pricing and policy changes, live events, outages, marketing activity, market-specific anomalies) and quantify likely demand ranges.
  • Perform forecast variance and root-cause analysis to understand not only how far the forecast missed but why, and identify systematic bias by market, channel, contact driver, horizon or event type.
  • Share learnings with the teams that maintain the forecasting tools, and translate operational context into clear requirements for improvement.
  • Maintain the forecasting calendar, assumptions, event inputs and forecast-accuracy measures.
  • Provide the final demand outlook to Workforce Management and Capacity Planning partners, including assumptions about GenAI deflection and contact mix.
  • Identify repeatable preparation, validation and QA work that can be automated.
• CS Insights:
  • Conduct CS contact-driver and customer-experience analysis to explain demand shifts, emerging friction points and the effect of product, pricing and policy changes on CS contacts.
  • Support launch tracking and post-launch evaluation, and deliver recurring insights through templates and reports.
  • Work with CS vendor partners to execute routine research tasks, provide clear instructions, and review outputs for quality.
  • Contribute quantitative analysis, and over time qualitative and mixed-methods work, to research projects scoped with the CS Analytics & Insights Lead.
  • Use GenAI and conversation-intelligence tools to analyze contacts at scale and surface emerging issues.
  • Package findings into clear stories and recommendations for CS leadership and cross-functional partners.
• Across Both Areas:
  • Partner with Data Analysts on data requirements, datasets and dashboards that support forecasting and insights work.
  • Support Streaming, Player Support and Games Moderation business units.
  • Share coverage and best practices with fellow analysts on the team.
  • Use GenAI tools as a standard part of how work is done, and continually look for ways to redesign forecasting and insights workflows around them.

Qualifications

• Bachelor's degree in Math, Statistics, Economics, Finance, Engineering, Data Science or a related quantitative field, or equivalent experience.
• 4+ years in analytics, customer insights, research, forecasting, workforce management or contact-center analytics, with a record of turning data into recommendations.
• Proficiency in SQL and spreadsheet modeling, and the ability to interrogate a model or dataset rather than accept its output at face value.
• Working understanding of forecasting concepts such as seasonality, event impacts, workload and forecast accuracy, or the ability to learn them quickly.
• Experience analyzing customer or CS contact data to identify drivers, trends and root causes.
• Strong written and verbal communication, including explaining forecast changes and research findings to non-technical and senior audiences.
• Demonstrated experience applying GenAI tools in analytical work.

Requirements

• Direct experience owning or interpreting a contact-center demand forecast (interval, daily or weekly), including AHT and workload.
• Experience with modern forecasting tools, or Python/R beyond spreadsheet-based forecasting.
• Background combining forecasting with customer insights or research, with a strong foundation in statistics.
• Experience with qualitative or mixed-methods research, or with GenAI/NLP analysis of unstructured customer data.
• Experience in outsourced or multi-vendor contact-center environments.

Benefits

• Comprehensive Health Plans.
• Mental Health support.
• 401(k) Retirement Plan with employer match.
• Stock Option Program.
• Disability Programs.
• Health Savings and Flexible Spending Accounts.
• Family-forming benefits.
• Life and Serious Injury Benefits.
• Paid leave of absence programs.
• Full-time hourly employees accrue 35 days annually for paid time off.
• Full-time salaried employees are immediately entitled to flexible time off.