Cloud Customer Trusted Experience Analytics Lead

Google

Seattle, WA

Full Time

Senior

174k-258k

1 day ago

Job Description

About the Role

The Google Cloud and Workspace teams are dedicated to helping organizations empower their employees, serve their customers, and build what's next for their businesses with cloud technology. As an Analytics Lead for Customer Experience in Trust & Safety, you will play a critical role in ensuring our customers have a safe and positive experience. Your work will directly impact how we protect our users while providing a fair, transparent, and industry-aware experience. You will assist in the customer journey, particularly their interactions with our Trust & Safety teams during critical moments like content enforcement and appeals. By leveraging data, AI, and direct customer feedback, you will contribute to strategic initiatives to optimize our policies and procedures, making Google's services the most trusted in the industry.

Key Responsibilities

Conduct quantitative/qualitative analysis to understand the safety-related customer experience across critical user journeys.
Investigate variations of experience across different customer industries and segments.
Synthesize findings, formulating data-driven recommendations for changes to products, procedures, and policies to improve customer trust and safety.
Communicate complex findings and deliver compelling reports and presentations for senior leadership and cross-functional stakeholders.
Drive planning and resource allocation for customer experience optimization.
Pioneer AI-powered solutions to automate and scale insight generation.
Develop systems to identify trends and anomalies in customer experience data while preserving the nuanced understanding of pain points.
Translate qualitative feedback into concrete mitigation plans and feature requests.
Develop content, guides, and recommendations that empower customers to enhance their safety posture.

Requirements

Bachelor's degree in a quantitative field (e.g., Statistics, Computer Science, Economics, Mathematics) or equivalent practical experience.
7 years of experience in data analytics, business intelligence, or a related analytical role.
7 years of experience managing projects and defining project scope, goals, and deliverables.
Experience with SQL for querying datasets and a programming language such as Python or R for statistical analysis.
Experience creating and presenting data-driven narratives to technical and non-technical audiences.

Nice to Have

Master's degree in a quantitative discipline.
Experience working in a Trust & Safety, anti-abuse, risk management, or customer experience analytics role.
Experience with data visualization tools to build dashboards and reports that influence decision-making, analyzing the customer journey, and identifying key pain points.
Experience with enterprise or B2B customer environments and understanding the unique challenges faced by different industries.
Familiarity with applying machine learning or AI techniques to analytics and insight generation.
Excellent communication and stakeholder management skills, with the ability to influence cross-functional partners and senior leadership.

Apply Now