Data Engineer / Analyst

About Us

our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed.

With 170,000 people working across the globe, Foundever™ securely connects brands with their customers 9 million times a day in 60+ languages. Our global footprint makes us one of the few true global players in the BPO industry.

Job Summary

We are seeking a dynamic and experienced Data Engineer / Analyst to support the next phase of growth and innovation for Foundever’s English-speaking markets. The ideal candidate will be an analytical thinker, naturally inquisitive, with exceptional problem-solving skills and technical expertise in managing and automating data processes.

This role plays a crucial part within Foundever, turning data into actionable insights that improves operational performance, enhances customer experience and increases revenue and profitability. You will be responsible for extracting, transforming, and analysing data from a variety of sources, identifying patterns and trends and providing strategic recommendations to support decision making at all levels within the organisation.

As part of the wider Analytics and Insight community, you will leverage your expertise in data analysis, data engineering and stakeholder management to deliver high impact analysis and gain the buy-in of the business, our operations and our clients.

Primary Job Responsibilities

Data Engineering

• Extract and integrate data from multiple disparate systems, ensuring the data is accurate and well structured.
• Develop and maintain automated ETL pipelines to streamline extraction and transformation processes.
• Design and implement data workflows to clean,  join  and aggregate data for analysis.
• Collaborate with the Data Management and Reporting team to ensure data security, quality, and governance are always considered.
• Support the development of scalable data solutions that facilitate high-quality analysis.

Data Analysis

• Analyse complex datasets of both structured and unstructured data to identify trends, patterns and insights that inform strategic and operational decisions.
• Conduct Customer Experience (CX), Demand Analysis and other analytical deep-dives to surface opportunities to improve our clients services, processes, CX and products.
• Use visualisation tools (e.g PowerBi) to create easy to interpret, high impact dashboards that expedite the analysis process.
• Transform raw data into meaningful narratives that delivers actionable insight.
• Support the development and implementation of best practices in data analysis.

Long Description

Stakeholder Engagement

• Collaborate with a variety of cross-functional teams (operations, account management, continuous improvement (CI)) to identify, size and present opportunities.
• Present the findings of your analysis to stakeholders at all levels from Team Managers to Directors.
• Act as a trusted advisor to both operations and our clients, helping them leverage data to achieve their goals.

Continuous Improvement

• Work closely with the Continuous Improvement (CI) function to ensure insights are translated into actionable projects and improvements.
• Support the development of business cases by quantifying the impact of the proposed initiatives, including cost-benefit analysis and ROI predictions.
• Track the implementation and success of solutions providing feedback and adjustment recommendations when required.
• Stay up-to-date with the latest analytical tools, techniques and trends to continuously enhance the impact and efficiency of analysis.

Requirements

• Minimum of 3 years’ experience in a similar role, with a strong understanding of the BPO industry.
• Strong data engineering skills, with hands-on experience in building and maintaining ETL pipelines.
• Proficient in working with SQL and data transformation tools.
• Experience with integrating data from multiple sources and systems (e.g., CRM, telephony, and transactional databases).
• Analytical mindset with exceptional problem-solving skills.
• Ability to interpret complex data and communicate findings in a clear and concise manner.
• Experience working with data visualisation tools (Power BI) is essential.
• Experience with speech analytics tools is a plus but not essential.
• Experience of the Hotel / Hospitality sector is a plus but not essential.
• Strong interpersonal skills with the ability to work collaboratively with cross-functional teams.
• Confident and persuasive communicator, skilled at gaining trust and buy-in from stakeholders.
• Excellent attention to detail and commitment to data accuracy.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.