Customer Service Analytics & Insights Analyst

At Netflix , our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next. Summary The CS Analytics & Insights Analyst combines two areas of work within Customer Service (CS). The first is demand forecasting judgment: interpreting the output of the CS demand forecast, applying informed overlays for events the model cannot yet see, explaining variances, and pfroviding the final demand outlook used for staffing decisions. The second is CS Insights: using contact-driver analysis, customer-experience data and conversation analysis to explain why customers contact CS and where the opportunities are. The two areas reinforce each other. Contact-driver insights improve the forecast, and forecast variances point to the questions insights work should investigate. This is an analytical and operational role; forecasting tools and statistical models are maintained by partner teams. This role focuses on data and insight generated through Customer Service, and works alongside enterprise consumer-insights teams rather than in place of them. Responsibilities Forecasting judgment Interpret the CS demand forecast: review model output, identify where human judgment or overrides are warranted, an