Position Overview
We are seeking a detail-oriented and analytical Business Data Analyst to manage and enhance our customer satisfaction reporting and dashboards. This role will be responsible for gathering, analyzing, and visualizing customer experience data—including survey results, service delivery performance, SLA adherence, and product quality metrics—to provide actionable insights that improve customer satisfaction and loyalty.
The ideal candidate is skilled at integrating diverse datasets to build a complete, actionable view of customer sentiment and operational performance, turning complex data into compelling visualizations and recommendations.
Key Responsibilities
- Data Management & Integration
- Collect, validate, and analyze customer satisfaction data from surveys, feedback platforms, CRM systems, and operational systems.
- Incorporate service delivery timelines, SLA compliance, defect rates, and support ticket resolution performance into customer satisfaction analytics.
- Integrate multiple data sources to create a unified view of customer sentiment, trends, and performance drivers.
- Reporting & Dashboard Development
- Design, develop, and maintain interactive dashboards and reports (e.g., Power BI, Tableau) for customer satisfaction, operational KPIs, and related metrics.
- Ensure dashboards are intuitive, accurate, and tailored to stakeholder needs.
- Automate recurring reports to improve efficiency and consistency.
- Analysis & Insights
- Identify patterns, root causes, and correlations between operational performance (e.g., SLA adherence, product delivery) and customer satisfaction scores (CSAT, NPS, Customer Effort Score).
- Monitor trends over time and assess the impact of improvement initiatives.
- Develop and share actionable insights with leadership to guide strategy and operational improvements.
- Stakeholder Collaboration
- Partner with Customer Experience, Operations, Product, and Leadership teams to define KPIs, reporting requirements, and improvement initiatives.
- Translate business questions into data analysis and provide actionable recommendations.
- Present findings in a clear, engaging manner to both technical and non-technical audiences.
- Continuous Improvement
- Refine data collection and reporting processes for accuracy, speed, and relevance.
- Stay current with BI tools, data visualization techniques, and best practices in customer analytics.
Requirements:
Qualifications
Required:
- Bachelor's degree in Business, Data Analytics, Statistics, Economics, or related field.
- 2+ years of experience in business/data analysis, preferably in a customer experience, operations, or customer insights role.
- Proficiency in BI tools (e.g., Power BI, Tableau, Looker) and data manipulation (Excel, Power Query, SQL).
- Strong analytical skills with the ability to interpret large, complex datasets.
- Excellent communication skills with the ability to simplify complex findings for diverse audiences.
Preferred:
- Experience with customer satisfaction survey platforms (e.g., Qualtrics, Salesforce Feedback Management, SurveyMonkey).
- Knowledge of statistical methods for survey analysis and performance benchmarking.
- Familiarity with CRM and operational systems (e.g., Salesforce, ERP).
Key Competencies
- Analytical Mindset – Uses data to solve problems and guide decisions.
- Attention to Detail – Ensures data accuracy and reporting precision.
- Storytelling with Data – Communicates insights in a way that motivates action.
- Business Acumen – Understands how operational performance influences customer satisfaction.
- Collaboration – Works effectively across departments and with stakeholders at all levels.
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