Customer Experience Data Analyst

The Role

The Customer Experience Data Analyst will support the Customer Experience team with processes, systems, specs, analysis and virtual tasks. The role will own the creation and analysis of all CX reports. Additionally, it will be in charge of improving executions by automating/creating processes for manually repetitive tasks. You’ll be reporting directly to our Customer Experience Manager, who is located in Buenos Aires. As the Customer Experience Data Analyst you will be in direct contact with finance, operations and product areas. This is a full-time hire.

Responsibilities 

• Systematically collect, analyze, and interpret data on customer behavior and trends to inform strategic decisions and highlight areas for improvement.
• Design and execute detailed business analyses, pinpointing challenges, opportunities, and potential solutions to advance the CX team's objectives.
• Design, develop, and maintain comprehensive dashboards and reports using Tableau, providing real-time insights into customer behavior, trends, and key performance indicators (KPIs) to drive data-driven decisions across the CX team.
• Utilize SQL and Tableau to automate data processes and reporting, ensuring accurate and efficient delivery of actionable insights to stakeholders.
• Lead projects to enhance the data infrastructure and dashboard capabilities, improving the granularity, accuracy, and usability of customer insights.
• Foster strong collaborative relationships with internal stakeholders across finance, operations, and product teams to ensure aligned and customer-focused strategies.
• Engage in continuous learning and experimentation to stay ahead of industry trends and introduce cutting-edge practices to the CX function.

Qualifications

• Strong proficiency in SQL, with demonstrated experience in writing complex queries to extract, analyze, and manipulate data from various sources.
• Expertise in Tableau or similar data visualization tools, with a proven track record of building insightful, user-friendly dashboards and reports that support business objectives.
• Advanced understanding of database management and data integration techniques to ensure reliable, timely, and accessible data flows.
• Experience in leveraging SQL and Tableau to identify trends, anomalies, and opportunities in large datasets, translating complex data sets into clear, actionable insights.
• Familiarity with best practices in dashboard design and data visualization, with the ability to convey complex information in an accessible and compelling manner.
• Capability to work closely with technical and non-technical teams to define data requirements, design solutions, and implement enhancements to data analysis and reporting processes.

Added Value:

• Experience in predictive modeling and analysis to anticipate customer needs and behaviors.
• Familiarity with customer satisfaction metrics (CSAT, NPS) and experience in leveraging these insights to drive improvements in the customer journey.
• Capability to initiate and lead cross-departmental projects to enhance overall customer experience, demonstrating project management skills.
• Interest in contributing to a culture of continuous improvement and experimentation within the team and across the organization.

Benefits

💸 Get paid in USD, Crypto, Euro, ARS. Whatever your choice! We use Deel to make things easier for you!

🗺 Work remotely: design the life that you want.

⛱ Enjoy 15 days of vacation each year from the start date.

🎄 16 fully paid Argentinean holidays.

🕯 Compassionate Leave: 3-5 days each time the need arises.

🐣 Family leave of 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid.

🧘🏽‍♀️ Customize the benefits that suit your needs! Access a range of perks tailored to you, including learning opportunities, wellness memberships, delivery apps, and more through our comprehensive benefit platform

🧑‍🏫 Personalized English coach