AI Transformation Consultant

**ANALYTICS CONSULTANT(CX Analytics/Journey/Cohort/SQL/BigQuery/AI/ROI)\- REMOTE role 6\-12 MONTH INITIAL CONTRACT 2 INTERVIEWS** KEY RESPONSIBILITIES: Responsible for data mining, exploratory analysis, strategic analytics, customer experience economics analysis, hypothesis development, journey and cohort analysis, experimentation support, insight generation, AI\-enabled analytical support, and impact measurement related to end\-to\-end customer experience. * Workstream will emphasize advanced analytics capabilities over traditional data science and will leverage approved enterprise tools and platforms, including Google BigQuery and approved AI\-enabled analytical tools such as Claude and Gemini, subject to policies and governance. * Perform data mining, exploratory analysis, and strategic analytics across customer experience, finance, and journey\-related data sets. * Identify opportunities across systems, policies, procedures, and service interactions that affect customer experience outcomes. * Develop with a customer experience economics model that evaluates experience improvements to cost levers, revenue levers, and return on investment. * Support the creation of Moment of Truth scorecards and related transformation metrics, including the development of L2 through L4 measures tied to customer experience initiatives. * Analyze the first 90 days of the customer lifecycle to quantify key performance factors such as churn risk, contact rate, friction points, help\-seeking behaviors, and resolution patterns. * Evaluate customer journey data to identify where customers experience friction, how issues are categorized, where they seek help, and which root causes most affect trajectory. * Assess call routing strategy, including where customers are routed, the effectiveness of current routing patterns, and opportunities for improvement. * Analyze priority customer and product segments, including combined product journeys such as wireless plus home, to identify meaningful differences in experience and performance. * Support experimentation and A/B testing analysis to evaluate the impact of program changes and identify improvements for future customer cohorts. * Develop analytic outputs that help track performance over time, identify detractors, prioritize intervention opportunities, and define the next customer experiences or journeys to analyze. * Estimate the expected and measured impact of end\-to\-end customer experience program changes for use in prioritization and roadmap development. NOTES: * Establish a fact\-based understanding of end\-to\-end customer experience performance using advanced analytics and near real\-time data analysis. * Mine and analyze customer experience, finance, and journey data to identify actionable opportunities for improvement. * Quantify the expected and measured impacts of customer experience program changes. * Define a Customer Experience Economics view that connects experience improvements to revenue, cost, an