Lead Business Analyst (Contract)

About the Company:Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.
Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!

About the Role

Own deep analysis of agentic, multi-turn AI conversations to explain customer behavior, identify failure patterns, and influence AI and operational decisions for enterprise customers.
This role focuses on understanding how and why conversations succeed or break, and translating those learnings into actionable insights that reduce customer friction and improve outcomes.

Responsibilities

• Lead conversation-level analytics across AI and human-assisted customer interactions.

• Analyze resolution quality, looping behavior, escalation effectiveness, and failure patterns across clients.

• Identify recurring patterns that help clients reduce customer friction, confusion, and repeat contacts.

• Own DSAT and Voice-of-Customer root-cause analysis, linking dissatisfaction to conversation and journey issues.

• Explain how prompts, knowledge sources, playbooks, and tools influence AI behavior and outcomes.

• Produce decision-grade insights and recommendations that guide AI optimization and product improvements.

• Identify systemic patterns across clients, use cases, and channels, not just account-specific issues.

• Act as a subject-matter expert for conversational AI analytics within Customer Success and partner teams.

Requirements

• 5–8+ years of experience in analytics, applied science, decision science, or CX analytics roles

• Strong experience analyzing conversational, customer support, or interaction-level data

• Hands-on working knowledge of SQL and Python for data exploration and analysis

• Experience using LLMs or Gen-AI tools for analysis and insight generation, including writing effective prompts to summarize, cluster, and extract patterns from data

• Ability to create basic dashboards or visualizations to communicate findings effectively

• Strong understanding of conversation quality, DSAT drivers, and CX performance metrics

• Experience working with enterprise-scale customers, platforms, or complex support environments

• Proven ability to communicate complex findings in clear, decision-oriented narratives

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.