Data Analyst - Customer (English speaking required)

The Data Analyst in the Customer Department plays a critical role in transforming raw data into actionable insights that enhance customer experience, improve key customer metrics, and support strategic decision- making across the organization. This position requires strong analytical skills, high data sensitivity, technical capability, and cross- functional communication.
Responsibilities
Data Analysis & Reporting

Conduct deep- dive analyses to identify root causes and provide data- driven recommendations for Operations, Product, Risk, and other teams.
Collect, extract, and process data from multiple internal sources using tools such as SQL, Python, and other data pipelines.
Build, automate, and maintain dashboards to monitor key Customer metrics (Retention, CSAT, FCR, SLA, Ticket Volume, Churn risk, etc.).
Monitor daily/real- time data to detect anomalies and proactively raise alerts when issues arise.

Forecasting & Data Modeling

Develop forecasting models for ticket volume, churn, and customer lifecycle trends.
Support business initiatives with insights, data simulations, and scenario modeling.
Formulate hypotheses based on observed data patterns and validate them using statistical methods.

Cross- functional Collaboration

Work closely with Product, Marketing and other teams to help them understand data and its implications for decision- making.
Translate complex datasets into clear, simple, and visually compelling insights that stakeholders can easily understand.
Participate in customer experience improvement initiatives and process optimization projects driven by data.

Qualifications

Proficient in SQL and Python with experience writing and optimizing complex code.
Proactive, structured, detail- oriented, and able to work independently.
Experience in fintech, banking, or digital product environments is a strong advantage.
Effective cross- functional communication; able to explain data and analytical findings to non- technical audiences.
Strong English communication skills (both written and verbal) to collaborate effectively with cross- functional teams and stakeholders.
Good understanding of statistics, forecasting methods, cohort analysis, and customer analytics.
Hands- on experience with data visualization tools such as Power BI, Looker Studio, Tableau, Mode or Metabase.
1–3 years of experience as a Data Analyst, BI Analyst, Customer Analyst, or related role.
Strong attention to detail with high sensitivity to numbers and data patterns.
Excellent analytical thinking and problem- solving skills; able to propose solutions grounded in data.

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Cập nhật gần nhất lúc: 2026-03-11 17:40:02