Senior Data Analyst (Customer Experience)
Tasks
- Analyze agent productivity and efficiency metrics
- Analyze cost per contact and efficiency benchmarks
- Analyze cross brand contact centre data
- Analyze customer journey impacts on contact generation
- Analyze seasonal patterns and special events impacts
- Build cost allocation models
- Build customer satisfaction analytics
- Build predictive contact volume models
- Collaborate with capacity planning and finance teams
- Conduct deep dive operational analyses
- Create executive dashboards and reports
- Create financial forecasts
- Create unified reporting dashboards
- Develop KPI frameworks and performance measurement systems
- Develop and maintain budget models
- Develop capacity planning models
- Develop cross brand benchmarking frameworks
- Document analytical methodologies and knowledge management
- Ensure data quality and consistency
- Establish data standards and definitions
- Identify economies of scale opportunities
- Lead change management for cross brand standardisation
- Model business initiative impacts on contact volumes
- Monitor industry benchmarks
- Produce long term strategic forecasts
- Track budget variance and recommend cost optimization
Perks/Benefits
Skills/Tech-stack
BigQuery | Cost Allocation | Customer Journey | Customer Journey Analytics | Customer satisfaction | Customer satisfaction analysis | Dashboarding | Data Governance | Data Visualization | Data Warehousing | Excel | Forecasting | Google Sheets | Hypothesis Testing | Journey Analytics | KPI Development | Looker | Machine Learning | Net Promoter Score | Python | R | Regression Analysis | SQL | Scenario Analysis | Time Series
Education
Bachelor of Engineering | Bachelor of Science | Master of Science | PhD
Roles
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