Data Analyst-Operations & CX Full Time

The Role
As a Data Analyst, you will be the analytical engine driving our Operations, CX, or QA pillars. Your mission is to move beyond “tracking” by using SQL and Looker to build the business cases that dictate our global strategy and operational efficiency.

Key Responsibilities

• Architect Scalable Dashboards: Design and maintain automated Looker/BigQuery dashboards that provide a “single source of truth” for team performance and customer health.
• Drive Strategic Insights: Perform deep-dive analyses on NPS, contact rates, agent performance to name a few to identify the “why” behind the numbers.
• Build Business Cases: Quantify the impact of potential CX or Ops improvements to help leadership prioritize high-ROI initiatives.
• Optimize & build tools: Develop automations, tools and scripts to improve processes and increase the team’s bandwidth.
• Data Governance: Partner with the Data Engineering team to ensure data integrity and define clear, consistent metrics across all departments.
• Translate Complexity: Present technical findings as actionable narratives for non-technical stakeholders to ensure data-driven decision-making.

Qualifications

• 3+ years of experience in Data Analysis, specifically within Operations, CX, or high-growth B2B/B2C tech.
• Expert SQL Proficiency: Ability to write complex, performant queries in Google BigQuery without supervision.
• Data Visualization Master: Proven track record of building sophisticated, user-friendly models in Looker (LookML knowledge is a major plus).
• Strategic Mindset: Experience building business cases and using data to influence product or operational roadmaps.
• Professional English: Strong communication skills to explain “the story behind the data” to a global, remote team.

Bonus Points

• Experience with Python or R for predictive modeling or advanced statistical analysis.
• Previous experience in the Travel-Tech or Telecommunications industry.
• Knowledge of Zendesk/Intercom data schemas.