Customer Service Analyst, Analytics & Insights

Netflix

. Interpret CS demand forecast output, identify when human judgment or overrides are warranted, and document the rationale .

Posted 10/27/2026full-timeRemote • United StatesMid-LevelSenior💰 $150,000 - $230,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Proficient in demand forecasting and analytics, with a strong foundation in statistics and experience utilizing GenAI tools for data analysis. Capable of translating complex data insights into actionable recommendations for customer experience and workforce management.

Highest-signal resume keywords

SQL ProficiencyGenAI Tool ApplicationForecasting Concepts UnderstandingCustomer Insights AnalysisContact-Center Demand Forecasting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisForecastingStatistical ModelingSpreadsheet ModelingRoot-Cause AnalysisWorkload AnalysisQualitative ResearchMixed-Methods ResearchPythonR

Soft Skills

Strong CommunicationCollaborationStorytelling

Tools & Technologies

Forecasting ToolsGenAI ToolsConversation-Intelligence ToolsData Dashboards

Industry Keywords

Customer InsightsWorkforce ManagementContact-Center AnalyticsEvent ImpactsForecast Accuracy

Tech Stack

Tools & technologies

PythonSQL

About the role

Key responsibilities & impact

Interpret CS demand forecast output, identify when human judgment or overrides are warranted, and document the rationale
Build overlays and scenarios for upcoming events and quantify likely demand ranges
Perform forecast variance and root-cause analysis to identify systematic bias
Share learnings with forecasting-tool teams and translate operational context into improvement requirements
Maintain the forecasting calendar, assumptions, event inputs and forecast-accuracy measures
Provide the final demand outlook to Workforce Management and Capacity Planning partners
Identify preparation, validation and QA work that can be automated
Conduct CS contact-driver and customer-experience analysis
Support launch tracking, post-launch evaluation, recurring insights, and research projects
Work with CS vendor partners to execute routine research tasks and review outputs
Use GenAI and conversation-intelligence tools to analyze contacts at scale
Package findings into stories and recommendations for CS leadership and cross-functional partners
Partner with Data Analysts on data requirements, datasets and dashboards
Support Streaming, Player Support and Games Moderation business units
Share coverage and best practices with fellow analysts
Redesign forecasting and insights workflows around GenAI tools

Requirements

What you’ll need

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
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

Comp & perks

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 to be used for vacation, holidays, and sick paid time off
Full-time salaried employees are immediately entitled to flexible time off