Hiring: CX Data Analyst Company: Harvey Location: New York, United States Job Posted Time: 2026-09-10 14:50:29 Target Skills & Keywords : Python, SQL, SaaS, Zendesk, dbt About the job Experience: •5 years of experience in analytics, with at least 2 years directly in support operations, customer success operations, or a closely adjacent function •At least 2 years directly in support operations, customer success operations, or a closely adjacent function Required Skills: •Customer Experience runs on data — but right now, that data lives in too many places, speaks too many languages, and reaches the wrong people too late. This role exists to fix that. •This is a solo role. You won't have a team beneath you. You will need to be fluent enough in support analytics to hold the function independently, confident enough to push back on how metrics are framed, and fast enough to operate at Harvey's pace. •Own recurring reporting for Customer Experience — weekly, monthly, and QBR-ready — tailored to ops, leadership, and cross-functional audiences •Translate support data into clear narratives: what's happening, why, and what to do about it •Track and maintain north star metrics: cSAT, TTR by tier, QA scores, bug escalation rate to EPD, and First Response Time •Build and maintain self-serve dashboards that give the ops team and leadership real-time visibility into support performance •Partner with Support Systems to ensure Zendesk is instrumented to capture the data we need •Interface directly with Harvey's central data team to connect support data to broader product and customer data sources Qualifications: •3–5 years of experience in analytics, with at least 2 years directly in support operations, customer success operations, or a closely adjacent function •Fluency in support platform data — you know how Zendesk (or equivalent) is structured, what data it produces, and what it doesn't •SQL proficiency — you can write complex queries against large datasets without hand-holding (CTEs, window functions, joins across schemas) •Dashboard experience — you've built and maintained operational dashboards in Looker, Tableau, Sigma, Omni, or equivalent •Reporting for multiple audiences — you know the difference between what a frontline manager needs and what a CFO needs, and you build accordingly •Strong data storytelling — you don't just present numbers, you write the narrative •Comfort operating solo — you don't need a team around you to deliver, and you don't need a ticket to tell you what to look at Strong Plus •Operational familiarity with dbt or similar data transformation tooling •Background supporting enterprise SaaS or AI-native products •AI-native: you use AI tooling actively in your analytical workflows — not as a novelty, but as a force multiplier Compensation: •$112,000 - $168,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!