NetflixHiring

Customer Service Analytics & Insights Analyst

  • Remote, United States
  • Full-time
  • Mid-level
  • Posted 2 days ago
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In one line

Analyst role mixing demand forecasting for customer service with contact-driver research, supporting streaming, player support and moderation teams.

About the role

Forecast judgment and insight work feed each other: contact drivers sharpen the forecast, and forecast gaps point to what to investigate next. Tools and models come from partner teams.

At a glance

Pay
Not stated in the posting
Remote scope
Remote, United States
Seniority
Mid-level
Employment
Full-time
Skills
Demand forecasting, Root-cause analysis, Quantitative analysis, Dashboards, GenAI
Posted
27 Oct 2026
Last checked
27 Oct 2026

What you will do

  • Review forecast output, decide when overrides are needed and write down the reasoning.
  • Build scenarios for launches, pricing changes, live events and outages, and give the final demand outlook.
  • Run variance and root-cause analysis to find bias by market, channel, driver or horizon.
  • Analyse contact drivers and customer experience data to explain demand shifts and friction points.
  • Package findings into clear stories and recommendations for leadership.

What they look for

  • Comfort with forecasting, statistical reasoning and quantitative analysis.
  • Skill at turning operational context into requirements for tooling teams.
  • Experience with dashboards and datasets alongside data analysts.
  • Clear written communication for cross-functional partners.

Nice to have

  • Qualitative and mixed-methods research experience.
  • Hands-on use of GenAI and conversation-intelligence tools.

A typical week

  • Check forecast output and document any overrides.
  • Dig into contact drivers and customer experience data.
  • Meet workforce management and capacity planning partners on the demand outlook.
  • Review vendor research outputs and share insights with the team.

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Questions about this job

Is this job fully remote, and from where?

Yes. The posting lists Customer Service Analytics & Insights Analyst as a remote role for candidates in the United States.

What does this job pay?

The posting does not state a salary, so there is no figure to quote.

What experience is needed?

It is a mid-level role. The posting asks for: comfort with forecasting, statistical reasoning and quantitative analysis; skill at turning operational context into requirements for tooling teams; experience with dashboards and datasets alongside data analysts. Skills it names include Demand forecasting, Root-cause analysis, Quantitative analysis, Dashboards.

How do I apply with Keywordise AI?

Press the Apply with Keywordise AI button and add your CV. Keywordise tailors your CV and cover letter to this posting and sends the application for you, with a free 7-day trial and no card.

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