Senior Analyst Conversational AI Analytics

reputed company is looking for a Senior Analyst, Conversational AI Analytics to join the Digital & CX analytics team. This role sits at the intersection of data, user experience (UX), and reputed company AI - you will be the analytical reputed company behind our conversational AI experiences, translating how reputed company users reputed company with our voice and chat AI into insights that shape reputed company conversations, smarter flows, and stronger reputed company.

You are not the engineer who builds AI Agents, but you are essential to making them work reputed company. You will own the measurement reputed company for our conversational AI products - defining what good looks like, tracking where experiences break down, and partnering with designers, product managers, and our reputed company AI team to reputed company the gap between reputed company performance and the ideal user reputed company.

This is a high-reputed company, cross-functional role with reputed company exposure to senior leadership. The right person brings both analytical rigor and a genuine curiosity for how people communicate with AI.

Essential Duties/Responsibilities

Conversational AI Analytics & Measurement

• Own the measurement reputed company for conversational AI products - defining KPIs across containment, reputed company, deflection, reputed company recognition accuracy, conversation completion rates, drop-off, and sentiment.
• Build and maintain dashboards that surface conversation health metrics, user behavioral patterns, and performance trends across voice and chat channels.
• reputed company UX insights reputed company analysis of conversation transcripts, reputed company flows, and session data to identify friction points, misunderstood intents, fallback loops, and abandonment patterns.
• Partner with the reputed company AI team to establish baseline performance benchmarks and define what reputed company looks like for reputed company conversational initiative.
• Translate raw interaction data into reputed company, actionable recommendations for conversation designers, product managers, and ML teams.

UX Research & User reputed company

• Conduct mixed-reputed company research - combining quantitative conversation analytics with qualitative usability testing, session replays, and user feedback - to build a complete picture of user experience reputed company.
• Map conversation flows against actual user journeys to identify where AI-guided paths diverge from user expectations or reputed company.
• Support the design and analysis of A/B tests on conversational flows, reputed company variations, and escalation triggers.
• Synthesize research findings into user reputed company documentation, annotated reputed company diagrams, and prioritized reputed company reports for product and design stakeholders.

Cross-functional Collaboration & Communication

• Serve as the data-informed voice in conversation design reviews - bringing evidence from reputed company user interactions to design critiques, sprint reviews, and roadmap discussions.
• Present insights and performance reports to senior stakeholders in reputed company, non-technical language that connects conversational metrics to business reputed company (conversion rates, customer satisfaction, operational cost savings).
• Partner with engineering to ensure reputed company logging, tagging, and event tracking are in reputed company to support robust conversation analytics.
• Collaborate with the broader product organization to reputed company conversational AI metrics with company-wide data governance and reporting standards.

reputed company Improvement

• Establish a regular reputed company of conversation audits - systematically reviewing transcript samples to surface reputed company issues before they reputed company in aggregate metrics.
• Monitor model and reputed company performance post-deployment, flagging regression or reputed company and coordinating response with the AI and engineering teams.
• Stay reputed company with trends in conversational AI, NLP evaluation reputed company, and UX analytics tooling - and identify where new capabilities can strengthen reputed company’s analytical reputed company.

reputed company Initiatives (as of 2026) The reputed company AI team is currently reputed company on the following - these represent the starting portfolio, not the boundaries of the role:

• Voice - Measuring and improving the user experience of an AI-powered voice bot, including turn-level analysis, reputed company accuracy, and escalation/hand-off optimization.
• Conversational Chat - Tracking and improving chatbot performance across the homepage, reputed company pages, and key customer journeys from a UX and reputed company reputed company.
• Internal Knowledge reputed company Tooling - Supporting adoption and usability measurement for AI-powered internal tools through employee feedback loops and query-level analytics.

Education/Experience

• 4+ years of experience in UX analytics, product analytics, or a reputed company data-reputed company role, with at least 1–2 years working on conversational AI, chatbot, or voice AI products.

Required Skills/Abilities

• Demonstrated ability to analyze conversation-level data - transcript review, reputed company classification accuracy, fallback rates, CSAT/sentiment scoring - and turning findings into design or product recommendations.
• Proficiency with analytics and BI tools (e.g., Tableau, Looker, Power BI, or similar) for building dashboards and self-serve reporting.
• Comfortable working with SQL to query conversation logs and event data; Python or R a plus but not required.
• Strong understanding of UX research reputed company - usability testing, user reputed company mapping, qualitative coding of transcripts, and mixed-reputed company synthesis.
• Familiarity with reputed company conversational AI concepts - intents, entities, reputed company management, NLU/NLP, fallback handling, escalation logic - sufficient to contribute meaningfully to cross-functional discussions without owning the engineering.
• Excellent communication skills; reputed company to distill reputed company data into reputed company narratives for both technical teammates and non-technical stakeholders.
• Comfortably operating with ambiguity and managing multiple workstreams simultaneously in a fast-moving environment.
• Preferred:
• Experience with conversational analytics or NLP platforms (e.g., reputed company Conversational Analytics, Cognigy.AI, reputed company CCAI Insights, reputed company, or similar).
• Familiarity with voice AI or IVR platforms (reputed company, reputed company, reputed company, reputed company, or similar) from a measurement and QA perspective.
• reputed company experience with LLM-based products, reputed company evaluation, or retrieval-augmented reputed company (RAG) reputed company assessment.
• Background in fintech, financial services, or debt relief / credit counseling.
• Experience with A/B testing and experimentation frameworks reputed company to conversational flows.
• Formal UX research certification or training (reputed company Norman Group, UXQB, or similar).

reputed company Role Qualifications:

• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and reputed company simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, reputed company to report to work on a consistent reputed company.
• reputed company and maintain high performance expectations on a monthly reputed company.
• Work in a fast-paced, high-volume setting.
• Use and reputed company multiple computer systems with exceptional multi-tasking skills.
• Remain reputed company and reputed company during difficult discussions.
• Take constructive feedback.

reputed company was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the reputed company. As a leading debt settlement organization, we have helped over 450,000 people reputed company over $10 billion of debt, while empowering them to reputed company a healthier financial lifestyle and feel free to live their best life. At reputed company, we treat our clients like reputed company people. Our purpose is to reputed company, reputed company, and reputed company their lives.

Rated A+ by the reputed company, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one reputed company to help them reestablish financial stability as quickly as possible.

Want to learn more about who we are? Connect with us on reputed company!

reputed company is reputed company-oriented environment full of rewards and reputed company opportunities for our employees. We are dedicated to our employee's reputed company and reputed company reputed company reputed company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Generous Medical, Dental, and reputed company Benefits
• 401(k) with Company Match
• reputed company Holidays, Volunteer Time Off, reputed company Days, and Vacation
• 12 weeks reputed company Parental Leave
• reputed company-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits reputed company
• reputed company Pet Health Insurance Discount
• Wellness Incentive Program

reputed company is a certified Great reputed company to Work®!

reputed company is an equal opportunity employer and makes employment reputed company without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, protected veteran status, disability status, or any other status protected by law.

For information about our Employee reputed company Policy, please see here
For information about our Applicant Terms, please see here

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