CX Data Analyst - Transportation

TITLE: CX Data Analyst - Transportation 

REPORTING TO: Sales/CX Team & Product Manager

ONSITE LOCATION: Sheffield, UK (Monday - Friday)

Who The Flip Is Flip?

Flip is leading the next wave of innovation in customer support AI-powered call automation. While it’s clear that automating support calls is inevitable and imminent, current market adoption remains under 1%. Flip is ahead of the curve, emerging as the category leader across eCommerce/Retail, Healthcare and Transportation.

Flip integrates with a client's tech stack to personalize every call and resolve issues quickly, creating a seamless, branded experience that enhances customer satisfaction and loyalty.Flip continuously evolves through millions of real customer conversations, delivering human-level understanding and handling with exceptional precision.

We are in-office, with spaces in the UK, NYC and LA. If you enjoy being an owner-operator, solving and/or reverse hacking hurdles and hold a high level of integrity for product quality and service then this is the place for you. 

What You’ll Do

Support incoming and current fleet customers by identifying trends across their call data, and work closely alongside our Sales, Customer Success and Product Teams to suggest improvements to optimize the call experience for our customers. The goal is to automate as many calls as we can and notice trends before they become a pattern. 

• Data Analysis: Analyze client call metrics for Sales and Customer Success to identify optimization within Flip’s software. May be daily, weekly or monthly call data sets; identifying wins, trends, areas for improvement, and opportunities

• Reporting: Generate clear visualizations and ad-hoc reports that summarize findings, alignment to KPIs, and other notable trends aligned to our values and revenue model

• Performance Optimization: Support Sales and Customer Success in the story telling for what areas of the data are compelling and how they could articulate optimization for our clients

• Cross-Functional Collaboration: Partner with Customer Success, Sales and Product Managers by proactively sharing trends that could improve, optimize or identify gaps

• A/B Testing: Show the impact of opportunities and how the trends could play a major role in optimizing calls for brands both from a performance and revenue perspective

• Curiosity: Be on the lookout for game changing, industry shaking statistics for CX leaders within the transportation vertical, and voice automation space. 

Who you are, As an Analyst

• Wrapping up a recent internship or degree and looking to kick start your career

• Relevant experience and/or eagerness to further your career in SaaS within CX

• Experience within Excel, BI tools & SQL is a plus

Who You Are, As A Person

• Pays close attention to the details and welcomes new challenges

• Consistent track record of overachieving – hobby, school, athletics, etc 

• Go above and beyond consistently, desire to learn and eager to grow

• Eager and willing to support your teammates - just like they will with you!

More About Us

• We're international, spanning the Oceana, North America and Europe

• We are backed by ScOp Venture Capital, Bullpen Capital, and Forum Ventures, as well as founders & executives from Amazon Alexa, Ada, Attentive, and Simon

• Comprehensive healthcare and unlimited vacation, including a mandatory half week for everyone over July 4, and a full week off at the end of the year

#FlippinLegend

Our customers span the globe, and so do our offices. Flip is committed to providing equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics. We want our company to be as diverse and inclusive as our customers.