Data Analyst - Thinking Machine Performance

Remote US and Canada
Professional Services – Delivery /
Full Time Employee /
Replicant was founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world, starting with customer service.

As the leader in Contact Center Automation, Replicant helps companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges. Replicant's AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues, without the wait, 24/7. We are now leading the way in using Large Language Models (LLMs) to transform customer service- again. 

If you're excited by AI, ChatGPT, LLMs and want to make an impact with other great technologists and strong go-to-market leaders, then look no further. We've grown our team by 3x, increased revenue by 4x, and were named a top enterprise AI company by The Information. We currently serve Fortune 500 customers, run millions of AI calls per month in production, and are increasing our footprint globally.

As a Data Analyst in our Delivery team, you will play a pivotal role in shaping the future of conversational AI by measuring the performance of our Thinking Machines (conversational AI bots). This role sits at the intersection of data analytics and AI innovation, enabling our teams and clients to understand and enhance the impact of our Thinking Machines. You will work closely with our platform team to build robust data pipelines and models, ensuring the seamless flow and analysis of data critical to our AI's performance assessment. Your expertise will contribute to the development of standardized analytics, dashboards, and training materials, empowering both our internal teams and external clients to leverage our AI technology effectively.

What You'll Do

    • Performance Measurement Definition: Define and implement metrics and KPIs to measure the performance of our Thinking Machines, ensuring they align with our strategic objectives.
    • Data Pipeline Partnership: Collaborate with the platform team to design and implement data pipelines and models that provide the foundation for performance measurement.
    • Analytics & Dashboards: Develop and maintain standardized analytics and dashboards to regularly assess and report on Thinking Machine performance, identifying areas for improvement.
    • Training & Enablement: Create comprehensive training and enablement materials for both internal and external teams, enhancing their ability to use and benefit from the analytics developed.
    • Custom Reporting: Work closely with Customer Success Managers to develop and deliver custom reporting solutions for key clients, ensuring their specific needs and expectations are met.
    • Impactful Visualization: Focus on creating impactful data visualizations and dashboards, ensuring our data storytelling is both effective and engaging.

What You'll Bring

    • Experience in Data Analytics: Proven track record in data analytics, with a strong understanding of data modeling, data pipeline construction, and performance measurement.
    • Technical Proficiency: Expertise in data analysis tools (e.g., SQL, Python, R) and experience with BI tools (e.g., Tableau, Looker) for dashboard and report development.
    • Collaborative Skills: Exceptional ability to work cross-functionally with platform teams, customer success managers, and other stakeholders to deliver comprehensive data solutions.
    • Communication & Training Skills: Strong communication skills with the ability to develop and deliver clear, effective training and enablement materials.
    • Client-Focused: Experience in developing custom reporting solutions, demonstrating an understanding of various client needs and the ability to tailor reports accordingly.
    • Innovative Mindset: A passion for AI and technology, with a creative approach to problem-solving and a constant drive to improve performance measurement methodologies.
    • Visualization Enthusiast: A deep appreciation for impactful data visualization and dashboarding (you’re a fan of Stephen Few's approach to data presentation).
For all full-time employees, we offer:

🏠  Remote working environment that respects time zone differences
💸  Highly competitive salaries, equity, and for US Employees, a 401(k) plan
🏥  Top of the line healthcare (medical, vision, and dental)
🏋️  Health and Wellness Perk
🖥️ Equipment Stipend
🌴  Flexible vacation policy
✈️  Amazing team trips & offsites where you can find our CEO baking bread for the team
🌺 Replicants are eligible for a 5-week sabbatical after being at the company for 4.5 years

Our Values

Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.

Blade Runners: We take ownership and pride to influence the outcomes of our goals. We are successful, and like a Blade Runner, use the tools at our disposal to reach our objectives. We value open and honest communication and proactively seek feedback along the way. We are a company driven to grow and achieve both individually and as a team.

Bread Makers: We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to achieve our goals and develop our company mission. We believe that the whole is greater than the sum of its parts in everything that we do.

Självdistans (Self-Distance): Självdistans is Swedish for self-distance. It's the ability to critically reflect on oneself and one's relations from an external perspective. With this in mind, we act with objectivity and always remember that we are not our work. There's no perfect science to growing a team or business, but we trust everyone at Replicant to point out our blind spots and humbly admit their own.