Data Analyst

About the Role
Strap on your helmet and climb on board if you're ready to take on the role of Data Analyst. Your main objectives will be to drive the Analytics Team to develop strategies for effective data analytics, data products (automated dashboards, alerts, simulations tools), as well as give meaningful insights to the Service Excellence team. The Operations, Center of Excellence, and Strategy team under Service Excellence will be your closest companions during this ride. You will have ample opportunity to identify and address critical issues to align our deliverables according to the Team’s priorities, getting us even closer to our ultimate goal of creating a groundbreaking business impact at a global scale.

What You Will Do

• Develop and implement new data collection and analysis processes.
• Analyze customer behavior, trends, and overall business performance.
• Provide insights and recommendations based on data analysis and present findings to stakeholders.
• Create dashboards and reports to help the business team track key performance indicators (KPIs).Adjust reporting logic to align with process flow changes.
• Collaborate with the business team and other stakeholders to provide data-driven strategies and insights.
• Ensure data accuracy and consistency across platforms.

What You Will Need

• Minimum 2 years of experience in data models and reporting packages
• Expert proficiency in SQL and experience with dashboarding tools (e.g. Tableau, Looker, Metabase, Power BI, Google Data Studio, Salesforce, Quick BI, BigQuery, MaxCompute, Excel, Google Sheet, or similar tools).
• Understanding of statistical methods, forecasting, and business impact measurement.
• Strong business acumen, including knowledge of key metrics (e.g., customer satisfaction, ticket resolution time) and ability to identify trends and bottlenecks.
• Ability to translate complex data into clear, actionable insights.
• Strong verbal and written communication skills.
• Comfortable collaborating with stakeholders, including business teams and product managers.
• Analytical mindset with strong problem-solving skills and keen attention to detail.

About the Team
The Care Insight & Analytics team is part of the Center of Excellence (CoE) within the Service Excellence department. Our primary role is to deliver reports and insights that help us understand customer behavior, address their needs, and enhance agent workflows.
Currently, we are working on several projects, including automation and chatbot initiatives, aimed at improving the self-service experience for a faster and more seamless customer journey.
As part of the broader Service Excellence team, we share the responsibility of ensuring a great experience for customers, drivers, and merchants. We rely on data and analytics to drive decisions, working closely with Service Excellence stream managers, the Process Improvement team, and the Tech team to continuously enhance our services.