Data Analyst Customer Experience

Primary Job Role :

As a Data Analyst Customer Experience, you will play a key role in transforming operational and quality assurance data into actionable insights that drive performance and enhance customer satisfaction. You will analyze data from desk collection activities, customer interactions, and QA evaluations to identify trends, uncover root causes of issues, and recommend improvements. By ensuring data accuracy, building insightful reports and dashboards, and collaborating closely with Operations, QA, and Compliance teams, you will help optimize processes, improve collection effectiveness, and maintain high service and regulatory standards within a fast-paced fintech environment.

Job Description :

1. Analyze operational data related to the Operational Department.
2. Monitor and evaluate quality assurance metrics (call quality, compliance, script adherence) to ensure high service standards.
3. Process and clean raw/manual data from Google Sheets & SQL Databases and other internal sources into structured datasets
4. Identify trends, anomalies, and root causes behind customer complaints, low performance, or process inefficiencies
5. Build dashboards and reports to track key metrics such as customer satisfaction & customer behavior.
6. Collaborate with Quality Assurance Operation to provide data-driven recommendations for improving performance and customer experience
7. Support initiatives to improve customer satisfaction while maintaining compliance with fintech regulations
8. Automate recurring reports and streamline data workflows for better efficiency
9. Present insights in a clear and actionable way to direct leaders as well as stakeholders.

Job Qualifications :

1. Bachelor’s degree in Statistics, Mathematics, Data Science, Information Systems, or related field (or equivalent experience in fintech/operations)
2. Strong experiences in dealing with VOC (Voice of Customers) data.
3. At least 2-3 years experience in e-commerce, financial services or tech industry which has million customers.
4. Proven ability to analyze and visualize data into meaningful insights (charts, dashboards, reports)
5. Familiar with SQL for querying and managing large datasets
6. Basic to intermediate knowledge of Python (for data analysis/automation is a plus)
7. Good understanding of end-to-end data processes (collection, cleaning, validation, analysis, reporting)
8. Strong analytical thinking with attention to detail and accuracy
9. Ability to identify patterns in customer behavior and operational performance
10. Good communication skills to translate data into actionable insights for non-technical teams
11. Able to work in a fast-paced, target-driven fintech environment