Data Analyst - Operations & Customer Experience

Overview

This opportunity is offered through a partner organization based in Australia seeking a Data Analyst specializing in Operations and Customer Experience (CX). The role plays a pivotal part in enhancing operational excellence by leveraging data-driven analyses and strategic insights.

The successful candidate will translate complex data into practical recommendations aimed at boosting customer satisfaction and business outcomes. Collaboration with Operations, CX, and Quality teams is key to developing reporting tools that inform decision-making at a global scale.

Key Responsibilities

• Develop, implement, and maintain scalable dashboards and reports using Looker and Google BigQuery to monitor operational performance and customer health metrics.
• Analyze core business indicators such as customer satisfaction scores, Net Promoter Score (NPS), contact volumes, agent effectiveness, and operational efficiency to identify patterns and areas for improvement.
• Perform in-depth analyses to uncover root causes of performance fluctuations and frame actionable insights to guide business strategies.
• Construct data-backed business cases quantifying impacts, returns on investment, and operational enhancements to support strategic initiatives.
• Create automation scripts and analytical tools to optimize workflows, enhance efficiency, and raise team productivity.
• Collaborate with Data Engineering to ensure data integrity, enhance governance practices, and standardize key metric definitions across teams.
• Communicate technical data insights clearly and effectively to non-technical stakeholders through narratives and presentations.
• Provide analytical support to Operations, Customer Experience, and Quality teams to drive better customer outcomes and streamline processes.

Qualifications and Experience

• A minimum of three years' experience in data analytics, preferably in environments related to Operations, Customer Experience, Quality assurance, or rapidly expanding tech companies.
• Advanced proficiency in SQL, capable of independently crafting complex and optimized queries, especially in Google BigQuery.
• Demonstrated expertise in designing sophisticated, user-friendly dashboards and data models using Looker; familiarity with LookML is highly valued.
• Strong analytical capabilities with a proven track record of converting data into strategic recommendations that influence operational or product directions.
• Experience constructing business cases, evaluating impact, and prioritizing initiatives based on analytical insights.
• Outstanding communication abilities for presenting complex data findings to a global and non-technical audience.
• Adaptability to work effectively in remote, fast-moving, cross-disciplinary teams.
• Preferred skills include Python or R for conducting statistical analyses, automation tasks, or predictive modeling.
• Prior exposure to industries such as travel technology, telecommunications, or customer support platforms is advantageous.
• Knowledge of customer support software like Zendesk or Intercom and familiarity with related data structures is beneficial.

Benefits and Work Environment

• Fully remote-first role with flexible scheduling to promote work-life balance.
• Chance to influence customer experience and operational strategies within a rapidly growing international organization.
• Significant impact position where insights and recommendations improve services accessed by millions globally.
• Opportunities for continuous learning and professional growth in a data-centric and innovative culture.
• Collaboration across diverse teams and regions worldwide.
• Working under a flexible contract-based model, with the responsibility for handling local tax compliance where applicable.

Additional Information

This position is managed by a partner company responsible for application processing and subsequent recruitment stages. Applications are reviewed via an AI-assisted matching system to ensure objective and efficient candidate shortlisting. Final hiring decisions are made by the internal team of the hiring organization.

Applicants are advised that submitting their application permits processing of personal data under applicable privacy laws, including GDPR. AI tools may be utilized to support various recruitment processes; however, human judgment remains decisive.