Customer Intelligence Analyst

Frontiers Media is one of the world’s largest and most impactful research publishers, dedicated to making peer-reviewed, quality-certified science openly accessible. They support over three million published authors across 222 community-led journals covering approximately 1,700 academic disciplines. The company provides an AI-powered open science platform to rigorously review findings and maximize dissemination of scientific discoveries. Frontiers actively drives the global transition to open science and supports initiatives like the Frontiers Planet Prize and Frontiers for Young Minds.

• Experience in customer service, operations, business analysis, or a similar analytical role.
• Strong experience in and/or aptitude towards AI and AI-driven customer service strategies.
• Strong analytical skills with the ability to interpret data and translate it into clear, practical insights.
• Proficiency with Excel or Google Sheets (pivot tables, lookups, formulas, charts) and comfortable working with large data sets across multiple systems.
• Excellent written and verbal communication skills in fluent English, with the ability to present findings to non-technical stakeholders.
• Strong attention to detail, structured problem-solving, and ability to manage multiple priorities independently.
• Customer-focused mindset with empathy for customers and frontline agents.
• Comfortable challenging the status quo and proposing improvements across teams and levels.
• Experience with customer service platforms (e.g., Salesforce), AI (e.g., Claude), and data platforms such as Tableau.

• Analyze customer service data across all channels to identify trends, recurring issues, and root causes affecting satisfaction.
• Build and maintain dashboards and reports, presenting findings clearly to both technical and non-technical stakeholders.
• Review workflows and SOPs to find inefficiencies and recommend improvements related to handling time, quality, and customer experience.
• Work with CRM platforms such as Salesforce, AI tools such as Claude, and data visualization tools like Tableau to extract and maintain accurate data.
• Collaborate with team leads, managers, and training teams to convert insights into action plans and support quality assurance initiatives.

Frontiers actively embraces diversity and provides a safe and welcoming workplace. Recruitment is free from discrimination based on race, national or ethnic origin, age, religion, disability, sex, gender identity, or sexual orientation.