Data Analyst Customer Experience

Job Description

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Role Purpose
Drive operational excellence through strengthening data-driven decision making and transforming raw data into actionable insights, driving strategic decisions and optimizing business performance. Using Data by collecting, cleaning, and analyzing data to find trends and insights, then presenting them via actionables, reports and dashboards to help businesses make informed decisions.
Key Accountabilities
⦁ Through Data Develop and implement strategies meant to improve IVR System as the main channel for COPS
⦁ Ensure high IVR containement rate target is met as per annual targets by developing and implementing self-service initiatives that are meant to contain customers at IVR level. Also working with RPA team for automation solutions.
⦁ Collect, clean, and validate data from primary and secondary sources
⦁ Analyze complex datasets to identify trends, patterns, and correlations using statistical techniques.
⦁ Responsible for developing and preparation of Customer Experience Reports with clear and compelling data visualizations (charts, graphs, dashboards)
⦁ Prepare and present trace reports and summary and report Weekly and monthly for Self-Service channels

Competencies
⦁ Excellent analytical & problem-solving
⦁ Excellent communication skills
⦁ Persuasive communication
⦁ Strong detail-oriented Skills
⦁ Agile Mindset

Qualifications and Experience
⦁ Bachelor's degree in a quantitative field (Math, Stats, CS, Econ).
⦁ Proven experience as a Data Analyst or in a similar role.
⦁ Proficiency in SQL for data extraction and manipulation.
⦁ Strong skills in Excel (pivot tables…etc.).
⦁ Experience with data visualization tools .
⦁ Solid understanding of statistical methods and modeling.