CX Data Analyst

Harvey is hiring a CX Data Analyst to own the analytics function for its Customer Experience organization. This is a fully remote, full-time opportunity for an experienced analytics professional who can turn complex support data into clear insights, operational dashboards, and actionable business recommendations.

The CX Data Analyst will work within the Support Operations team and report to the Support Operations Manager while partnering closely with Customer Experience leadership and Harvey’s central data team.

The role focuses on building and maintaining reporting systems, dashboards, feedback loops, and data infrastructure that help Harvey measure critical Customer Experience metrics such as cSAT, Time to Resolution (TTR), QA scores, escalation rates, First Response Time, ticket deflection, and AI-powered support performance.

This is a solo analytical role. The selected candidate will independently manage the Customer Experience analytics function, identify important trends, challenge unclear or ineffective metric definitions, and proactively surface insights that can improve support operations.

About Harvey

Harvey is an AI technology company focused on transforming how legal and professional services operate.

The company combines frontier agentic AI, an enterprise-grade platform, and deep domain expertise to support critical knowledge work across professional services.

Harvey operates in a fast-moving environment focused on product innovation, customer impact, and scalable AI-powered workflows. Its operating principles emphasize Decisiveness, Simplicity, and Job’s Not Finished, with teams expected to take ownership, move quickly, and continuously improve their work.

What is the CX Data Analyst Role?

The CX Data Analyst position is responsible for establishing and operating the analytics function supporting Harvey’s Customer Experience organization.

The role enables the Customer Experience team to:

• Understand support performance through accurate and timely data
• Monitor key Customer Experience and support operations metrics
• Build self-service dashboards for operational and leadership teams
• Identify trends, gaps, and opportunities within customer support data
• Connect support signals with Product, Engineering, and Customer Success teams
• Measure the impact of product bugs, feature gaps, onboarding issues, and AI-driven support
• Improve data collection and instrumentation across support systems
• Develop reporting that helps stakeholders make informed operational decisions

Key Responsibilities

1. Customer Experience Reporting & Analytics

The CX Data Analyst will own recurring analytics and reporting for the Customer Experience organization.

Responsibilities include:

• Managing weekly and monthly Customer Experience reporting
• Preparing QBR-ready reporting for leadership and cross-functional stakeholders
• Building reports tailored to operational teams, managers, executives, and senior stakeholders
• Translating complex support data into clear business narratives
• Identifying what is happening, why it is happening, and what actions should follow
• Responding to ad hoc analytical requests from Customer Experience leadership and Support Operations

2. Support Performance Metrics

The role will monitor and maintain key Customer Experience metrics.

This includes:

• Customer Satisfaction (cSAT)
• Time to Resolution (TTR) by support tier
• Quality Assurance (QA) scores
• Bug escalation rates to Engineering, Product, and Design
• First Response Time
• Ticket deflection rates
• Self-service effectiveness
• AI/chatbot containment and escalation rates
• Resolution quality for AI-supported interactions

3. Dashboard Development & Data Visibility

The analyst will build and maintain self-service dashboards that provide real-time visibility into support performance.

Key responsibilities include:

• Developing operational dashboards for Customer Experience teams
• Maintaining leadership-facing analytics and reporting
• Ensuring dashboards provide relevant and actionable information
• Using tools such as Looker, Tableau, Sigma, Omni, or equivalent platforms
• Designing reporting according to the needs of different stakeholder groups
• Continuously improving dashboard usability and data accuracy

4. Support Data & Zendesk Analytics

The role requires a strong understanding of support platform data and instrumentation.

Responsibilities include:

• Partnering with Support Systems to ensure Zendesk captures the required data
• Understanding the structure and limitations of Zendesk data
• Identifying missing or incomplete data collection
• Working with Zendesk APIs when additional data extraction is required
• Connecting support data with broader customer and product data sources
• Helping define new measurement approaches when required data is not currently available

5. Cross-Functional Data Collaboration

The CX Data Analyst will work closely with multiple teams across Harvey.

This involves:

• Partnering with the central data team
• Connecting Customer Experience data with product and customer information
• Creating feedback loops between Support, Product, Engineering, and Customer Success
• Quantifying the operational impact of product bugs and feature gaps
• Identifying onboarding issues and their impact on Customer Experience
• Sharing analytical findings that can influence operational and product decisions

6. AI Support Analytics

As Harvey expands AI-driven customer support, the analyst will measure and analyze the effectiveness of these systems.

Responsibilities include:

• Measuring AI support containment rates
• Tracking escalation rates from AI interactions
• Evaluating resolution quality
• Measuring chatbot and self-service performance
• Identifying areas where AI-supported workflows can be improved
• Producing insights that help guide investment and tuning of AI support tools

Skills Required

Customer Experience Analytics, Support Operations, SQL, Zendesk, Dashboard Development, Looker, Tableau, Sigma, Omni, Data Storytelling, Operational Reporting, Data Visualization, Customer Support Metrics, QA Analytics, AI Support Analytics, Data Quality, Stakeholder Communication

Eligibility Criteria

Candidates applying for the CX Data Analyst role should meet the following requirements:

• 3–5 years of professional analytics experience
• At least 2 years of experience in support operations, customer success operations, or a closely related function
• Strong understanding of support platform data, particularly Zendesk or an equivalent platform
• Strong SQL proficiency, including CTEs, window functions, joins, and working across multiple schemas
• Experience building and maintaining operational dashboards
• Hands-on experience with Looker, Tableau, Sigma, Omni, or equivalent analytics platforms
• Ability to create reports for both operational teams and senior leadership
• Strong data storytelling skills with the ability to translate numbers into clear business narratives
• Ability to work independently and manage the complete analytics function
• Strong judgment regarding meaningful business metrics versus vanity metrics
• Excellent written and verbal communication skills
• Ability to operate effectively in a fast-paced environment

Preferred / Additional Skills

Candidates with the following experience may have additional relevant qualifications:

• Python for data manipulation or automation
• dbt or similar data transformation tools
• Building or contributing to QA analytics programs
• Enterprise SaaS experience
• Experience working with AI-native products
• Experience with Zendesk APIs
• Experience extracting support data beyond standard platform reporting
• Experience measuring AI-powered customer support performance

Key Attributes

Harvey is looking for candidates who demonstrate:

• AI-Native Approach: Comfortable using AI tools as part of everyday analytical workflows
• Speed: Able to identify and communicate important findings quickly
• Judgment: Able to distinguish meaningful metrics from vanity metrics
• Clarity: Capable of creating direct, jargon-free, actionable analytical outputs
• Ownership: Willing to independently own Customer Experience analytics from data collection through insight generation
• Communication: Able to adapt analytical reporting for frontline, operational, executive, and cross-functional audiences

Work From Home / Workspace Requirements

This is a fully remote position.

The role requires candidates to be capable of independently managing their responsibilities in a remote working environment and collaborating effectively with Customer Experience, Support Operations, Product, Engineering, Customer Success, and Data teams.

Working Hours

The job post specifies the position as Remote but does not provide a fixed daily shift schedule.

Working hours may depend on the candidate’s location and Harvey’s operational requirements.

Working Days

This is a full-time employment opportunity. Specific working-day schedules are not separately specified in the job posting.

Salary

• Base Compensation: $112,000 – $168,000 USD per annum
• Equity: Eligible to participate in Harvey’s equity plan
• Bonus: Eligible for bonus compensation

Actual compensation may depend on location, experience, qualifications, and other applicable factors.

Benefits

Eligible employees may receive a comprehensive benefits package that includes:

• Comprehensive health coverage
• Dental coverage
• Vision coverage
• Retirement benefits
• 401(k) matching of up to 4%
• Flexible Paid Time Off (PTO)
• Equity plan participation
• Bonus eligibility

Benefits may vary depending on the employee’s location and applicable company policies.

Full-Time Opportunity

This is a permanent full-time opportunity within Harvey’s Customer Experience organization.

The role offers the opportunity to build and independently manage the analytics function for a rapidly scaling AI-focused company while working across Support Operations, Data, Product, Engineering, and Customer Success.

Who Can Apply?

This opportunity is suitable for professionals interested in:

• Customer Experience Analytics
• Support Operations Analytics
• SQL & Business Intelligence
• Zendesk Data Analytics
• Customer Support Performance
• Operational Dashboard Development
• AI-Powered Customer Support Analytics
• Enterprise SaaS Analytics
• Remote Data Analyst Careers

How to Apply

Interested candidates can apply directly by clicking the “Apply Now” button below.

Applicants should ensure their resume clearly highlights:

• 3–5 years of analytics experience
• At least 2 years of Support Operations, Customer Success Operations, or related experience
• Strong SQL and data analysis capabilities
• Experience with Zendesk or similar support platforms
• Dashboard development experience using Looker, Tableau, Sigma, Omni, or equivalent tools
• Experience analyzing customer support metrics
• Experience working independently and communicating insights to senior stakeholders
• Any experience with Python, dbt, Zendesk APIs, or AI-powered support analytics

After clicking “Apply Now,” candidates will be directed to Harvey’s company application page to complete the application process.

Frequently Asked Questions

1. Is the CX Data Analyst job a Work From Home position?

Yes. The position is listed as a fully remote role.

2. What is the salary for the CX Data Analyst position?

The listed compensation range is $112,000 – $168,000 USD per year, with eligibility for equity and bonus compensation.

3. How much experience is required?

Candidates should have 3–5 years of analytics experience, including at least 2 years directly in support operations, customer success operations, or a closely related function.

4. Is SQL experience required?

Yes. Strong SQL proficiency is required, including experience with CTEs, window functions, and joins across schemas.

5. Is Zendesk experience required?

Candidates are expected to be fluent in support-platform data, with specific experience using Zendesk or an equivalent platform preferred.

6. Which dashboard tools are relevant to this role?

The job posting specifically mentions Looker, Tableau, Sigma, Omni, or equivalent dashboarding platforms.

7. Is Python required?

Python is listed as a strong plus, rather than a core mandatory requirement.

8. Is experience with AI support analytics useful?

Yes. Experience measuring AI-powered support performance, including containment rate, escalation rate, and resolution quality, is highly relevant to the role.

9. Does the role involve working with other departments?

Yes. The analyst will work with Customer Experience leadership, Support Systems, Harvey’s central data team, Product, Engineering, and Customer Success.

10. Is this an individual contributor role?

Yes. The position is described as a solo role, meaning the selected candidate will independently own the Customer Experience analytics function.

11. What benefits are offered?

Benefits include health, dental and vision coverage, retirement benefits with a 401(k) match of up to 4%, flexible PTO, equity plan eligibility, and bonus eligibility, subject to applicable conditions.

12. How do I submit my application?

You can submit your application by clicking the “Apply Now” button below. You will then be directed to Harvey’s company application page to complete your application.