Netomi1d ago

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Lead Business Analyst

GurugramRemoteFull-timelead

Business AnalystData & AI

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Quick Summary

Overview

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,

Technical Tools

pythonsqlcustomer-successcustomer-support

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.

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.

6–10+ 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

Location & Eligibility

Where is the job

Worldwide

Fully remote, anywhere in the world

Who can apply

Same as job location

Listing Details

Posted: May 12, 2026
First seen: May 12, 2026
Last seen: May 13, 2026

Posting Health

Days active: 0
Repost count: 0
Trust Level: 76%
Scored at: May 12, 2026

Signal breakdown

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Netomi

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Netomi is the first AI platform for customer service that allows businesses to activate, manage and train AI to automatically resolve tickets, enhance agent productivity and provide a world-class customer experience.

Employees

125

Founded

2015

Domain

Jobs

External application · ~5 min on Netomi's site

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