CX Data Analyst

Role overview

Key responsibilities

• Own and maintain business-critical reports and dashboards for Customer Operations and Collections.
• Design and optimize Power BI dashboards for operational and strategic reporting.
• Analyze operational performance, customer behavior, collections effectiveness, and business KPIs.
• Produce accurate daily, weekly, and monthly performance reports.
• Identify trends, risks, and opportunities and provide actionable recommendations.
• Ensure data quality, consistency, and governance across reports and dashboards.

Additional contributions

• Support process improvements and strategic projects through data-driven analysis.
• Translate business reporting requirements into analytical solutions.
• Perform root cause analysis and recommend improvements for operational issues.
• Document reports, metrics, business logic, and analytical processes.
• Collaborate with Operations, Product, Finance, Technology, and Risk teams.
• Identify opportunities to automate reporting and improve efficiency.

Required experience

• 3–4 years of experience as a Business Analyst, Data Analyst, Reporting Analyst, or similar.
• Experience with operational KPIs, performance reporting, and business analysis.
• Experience working with large datasets from multiple sources.
• Understanding of relational databases and data warehousing concepts.

Technical skills

• Advanced Power BI skills, including data modelling, DAX, Power Query, and dashboard development.
• Advanced Microsoft Excel skills, including Pivot Tables, Power Query, advanced formulas, and dashboards.
• Strong analytical thinking, problem-solving, data interpretation, and communication skills.
• Strong SQL skills are preferred.
• Experience in Financial Services, FinTech, Banking, Customer Operations, or Collections is preferred.

Preferred qualifications

• Bachelor's degree in Business, Engineering, Mathematics, Statistics, Economics, Computer Science, or a related field.
• Knowledge of KPI frameworks, operational reporting, performance measurement, and data visualization best practices.
• Experience with customer experience, contact centre, or collections analytics.

Workplace and benefits

• The company describes a hybrid and flexible, remote-friendly workplace.
• Benefits include learning resources, mentorship, medical coverage, accident protection, and a workation program.