Service Quality and Readiness Business Intelligence Lead

LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.  

This role is based in Dublin.  

The Member & Customer Success Enablement (MCSE) teams within Go to Market Enablement (GTME) drives impact and results essential to the success of the business by providing flexible and innovative learning and performance solutions to develop Global Business Operations (GBO) employees. Our Service Quality & Readiness team enables Member & Customer Success (MCS) teams to drive quality rep performance at scale and deliver a quality customer and member experience.   

This team functions as a global horizontal department that supports the needs of multiple service and success verticals in various regions, so this individual must be adaptable and willing to evolve to meet changing demands in a fast-paced environment.  The successful candidate must have a passion for LinkedIn’s vision and culture of transformation.  We dream big, we have fun, and we get things done.  In addition, the ideal candidate will bring a multidimensional background that combines mentoring and coaching along with analytical skills and a practical hands-on approach to providing business insights.      

Responsibilities:  

• Dashboard and Report Development & Maintenance:  
• Develop, maintain, and enhance Power BI and NLP dashboards and reports for various views including Consultant, Manager, Global Support Leadership, MCSE, and other cross-functional areas.  
• Implement and maintain Row-Level Security (RLS) for sensitive data access control across environments, ensuring tailored data visibility across different user levels.  
• Data Management and Analysis:  
• Design and integrate natural language processing (NLP) models to support reporting and dashboard functionalities.  
• Coordinate the tuning of sentiment and behavior models, ensuring the accuracy and relevance of analytics insights derived from Natural Language Processing (NLP) and other analytical techniques.  
• Project and Vendor Management:  
• Serve as the primary contact for Productivity Engineering (PE) queries related to user management, facilitating effective communication and problem resolution.  
• Manage relationships with external tool vendors and partners, coordinating effectively to support data integration, dashboard development, and maintenance efforts.  

Basic Qualifications:  

• 3+ years of experience in one or more of the following: Natural Language Processing Model Development, BI Dashboard Development, Service Quality Management, Service Quality Analysis, Customer Service Quality, or Customer Success Quality.  
• 1+ years of experience in Power BI, including experience in data visualization, DAX, and Power Query for developing and maintaining dashboards and reports.  
• 2+ years of experience with analytics and data processing tools for data modeling, integration, and analysis.  
• Knowledge of data architecture and management, with the ability to design and manage complex data models.  
• 1+ years of experience with Row-Level Security (RLS) implementation and data protection regulations compliance.  

Preferred Qualifications:    

• Passion for LinkedIn’s vision and transforming customer experience.  
• Self-driven with the ability to take initiative, work independently, and deliver results autonomously.  
• Experience leading and managing change initiatives to facilitate the adoption of new processes and technologies.  
• Proficiency in generative AI tools for data analysis, automation, and enhancing customer engagement.  
• Ability to thrive in a dynamic environment, embracing change and executing high-value strategies efficiently.  
• Expertise in organizing and prioritizing across multiple projects with conflicting deadlines.  
• Familiarity with Design Thinking and innovation methodologies.  
• Strong ability to influence and partner with all organizational levels to drive results.  
• Six Sigma certification or training, with an understanding of quality management methodologies (e.g., root cause analysis, control charts, pareto charts).  
• Passionate about service quality and performance improvement in collaborative and independent work environments.  

Suggested Skills:  

• Power BI and Data Analytics  
• Service Quality Management  
• Data Architecture and Security  

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