Job Description

We are hiring for a Reporting Analyst to drive our client’s customer experience analytics and help them craft the next chapter of customer engagement and retention. In this transformational role as Reporting Analyst of Customer Experience Analytics, reporting to the VP of Customer Experience Analytics, you’ll be at the epicenter of data-driven decision-making. You’ll be at the forefront of a rapidly evolving customer relationship management environment, working collaboratively with a team of professionals dedicated to defining the future of interaction management. By leveraging your unique blend of analytical capability and industry knowledge, you’ll unlock insights from customer and interaction data to enhance overall customer experience, drive business growth, and maximize Customer Lifetime Value.

Must-Have Skills

• Python – 3 years
• SQL – 4 years
• Google Cloud – 2 years
• Tableau – 3 years
• Data Warehousing – 2 years
• Pandas – 2 years
• ETL (Extract, Transform, Load) – 3 years
• BigQuery – 2 years
• Data Engineer – 4 years

Roles and Responsibilities

• Strategic Analytics: Leverage statistics and data science to create models to understand our customers’ behaviors – focusing on customer experience, satisfaction, loyalty, and retention across multiple platforms (voice, chat, SMS, app, web). Develop predictive models to anticipate customer behavior, identify trends, and proactively address potential issues or opportunities.
• Data Integration: Integrate data from multiple sources, ensuring consistency, accuracy, and availability of data. This includes working with APIs, flat files, databases, and streaming data.
• ETL Processes: Develop and optimize Extract, Transform, and Load (ETL) processes to ensure data quality and integrity. Automate data workflows to minimize manual intervention.
• CLV Integration: Holistically evaluate customer interactions impact to customer lifetime value.
• Impact Analysis: Develop segmentation, classification, and statistical analyses to measure the impact of actions on CLV.
• Collaboration: Interface cross-functionally with various teams, including Data Warehousing, Data Science, Product, and Customer Experience.
• Insights: Leverage the latest in cloud technologies to amplify your analytical depth, especially Inspired Outsourcing Inspired Results

Requirements

• 4+ years of experience in data analysis and reporting.

Education

• Bachelor’s degree in Economics, Statistics, Computer Science, Engineering, or a related field. Advanced degrees would be a distinct advantage.

Technical Skills

• Proficiency in programming languages such as Python.
• Familiarity with data manipulation libraries and tools, like Pandas, and NumPy, and data visualization libraries like Matplotlib or Seaborn.
• Experience with SQL for querying and managing relational databases.
• Proficiency in Google Cloud Platform.
• Experience with ETL tools and frameworks.
• Understanding of data warehousing concepts and experience with data warehouse platforms such as Google BigQuery.

Statistical and Machine Learning Knowledge

• Understanding of statistical concepts and techniques, including hypothesis testing, regression analysis, and probability theory
• Understanding of machine learning algorithms, model building, and evaluation.

Data Wrangling & Visualization

• Ability to clean and preprocess data, handling missing values, outliers, and data inconsistencies.
• Proficiency in data transformation techniques to prepare data for analysis.
• Understanding of data storytelling to effectively communicate insights to non-technical stakeholders.
• Intermediate to advanced skills in PowerPoint and Tableau.

Tools and Software

• Proficiency in using data analysis and visualization software such as Jupyter Notebooks, Excel, or equivalent tools.
• Knowledge of data storage technologies, such as relational databases and NoSQL databases, and how to access and extract data from them.

Communication Skills & Problem-Solving Abilities

• Strong written and verbal communication skills are essential to convey complex data findings to non-technical stakeholders.
• Collaboration and teamwork skills to work effectively with cross-functional teams.
• Analysts should be able to identify business problems, formulate data-driven hypotheses, and develop solutions based on data analysis.

Non-technical requirements

• You have experience working in client-facing roles.
• You are available to work from our Bangalore office from Day 1 on a night shift.
• You have strong communication skills.
• You have strong analytical skills.

We invite you to navigate through our website to get to know who we are and to see what sets us apart in culture and thinking. Join us and be part of our success story! Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.