Senior CX Analytics Engineer

Senior CX Analytics Engineer – Coinbase (Remote)

Job Description:

As a Senior CX Analytics Engineer at Coinbase, you will drive analytics initiatives that transform customer experience operations and compliance performance. This role focuses on building self-service tools, developing scalable metrics, and uncovering actionable insights to optimize support efficiency and drive automation.

Key Responsibilities:

• Design and implement robust data models and pipelines to support CX compliance and operational reporting.
• Develop self-service dashboards and visualizations using tools like Looker or Tableau to empower business stakeholders.
• Perform deep-dive investigations to identify root causes of customer pain points and recommend data-driven solutions.
• Collaborate cross-functionally with Product, Engineering, and Compliance teams to align data strategy with business goals.
• Monitor and analyze key CX performance metrics to identify trends, opportunities, and risks.
• Leverage SQL, Python, and cloud-based tools (e.g., AWS) to automate reporting and support ad hoc analytics needs.
• Drive continuous improvement through experimentation and iteration, influencing planning and execution.

Skills & Tools:

SQL, Python, Looker/Tableau, Data Modeling, AWS, CX Metrics, Report Automation, Compliance Analytics, Stakeholder Communication, Root Cause Analysis