Data Analyst - Operations and Customer Experience

Role Overview

This role, based in Canada, represents a pivotal position to drive operational excellence by leveraging data-driven insights and strategic analyses. The Data Analyst will translate intricate datasets into tangible recommendations aimed at enhancing customer satisfaction and boosting overall business performance. Collaboration spans across Operations, Customer Experience, and Quality units to create reporting tools that influence global decision-making.

Key Responsibilities

• Develop and sustain scalable dashboards and reports utilizing Looker and Google BigQuery to deliver dependable insights into operational metrics and customer health metrics.
• Examine essential business indicators like customer satisfaction scores, Net Promoter Score (NPS), contact volumes, agent efficiency, and operational productivity to identify performance trends and areas for improvement.
• Perform in-depth analyses to determine root causes of performance fluctuations, converting results into practical recommendations for the business.
• Construct quantitative business cases that outline potential benefits, return on investment, and operational advancements to underpin strategic choices.
• Create automation tools, scripts, and analytic utilities to optimize workflows, boost efficiency, and enhance team output.
• Collaborate with Data Engineering to ensure data integrity, strengthen governance, and establish standardized definitions for key performance metrics across departments.
• Translate complex technical analyses into clear, accessible narratives and presentations to empower non-technical stakeholders in their decision-making.
• Provide actionable insights to Operations, Customer Experience, and Quality teams that promote enhanced customer outcomes and refined business processes.

Qualifications and Requirements

• Minimum of three years’ experience in data analytics, preferably in environments supporting Operations, Customer Experience, Quality assurance, or rapidly growing technology sectors.
• Proficiency in advanced SQL to write complex and optimized queries independently, especially within Google BigQuery.
• Strong background in building advanced, user-centric dashboards and data models via Looker; expertise with LookML is a significant plus.
• Analytical thinker with a demonstrated ability to translate data into strategic advice, influencing operational or product decisions.
• Experience in developing business cases, evaluating impacts, and using analytics to prioritize important initiatives effectively.
• Excellent communication abilities to clearly articulate complex data insights to a global, non-technical audience.
• Comfort working remotely within dynamic, cross-functional teams.
• Preferred skills include Python or R for statistical analysis, automation, or predictive modeling.
• Experience in industries such as travel technology, telecommunications, or customer support platforms is advantageous.
• Familiarity with customer support data platforms like Zendesk or Intercom is beneficial.

Benefits

• Work fully remotely with flexibility designed to maintain a healthy work-life integration.
• Directly impact customer experience and operational strategies in a fast-growing international company.
• Occupy a high-impact role where data analysis drives improvements benefiting millions of customers.
• Engage in continuous professional growth and learning within an innovative, data-centric culture.
• Collaborate with diverse teams across multiple regions and functions.
• Work under a flexible contractor agreement, responsible for individual local tax requirements where applicable.

Additional Details

This opportunity is presented by a partner company that manages the application process and subsequent hiring stages. An AI-powered matching system is used to ensure fair and objective candidate assessment, but the final hiring decisions are made by human reviewers. Applicants should be aware that submitting an application constitutes consent to the processing of personal data for recruitment purposes, including potential AI support in application reviews. Candidates may request information on data handling policies if desired.