Found Description
About the Role
The Intent & Demand Analyst is responsible for understanding why customers are contacting support and using that understanding to drive improvements across AI, knowledge, and product. By analyzing ticket drivers, repeat issues, and failure patterns, this role feeds critical intelligence into the teams responsible for AI prioritization, product fixes, and knowledge creation. This is the continuous improvement engine for the Digital Support & AI organization.
What You Will Do
- Analyze support ticket data to identify top contact drivers, repeat issue patterns, and volume trends by product and segment
- Build and maintain intent classification models and taxonomies that categorize customer issues systematically
- Identify failure patterns in AI resolution: where AI is not resolving, incorrectly resolving, or escalating unnecessarily
- Produce actionable insights and recommendations for AI prioritization, knowledg...