Job ID: MJ000205

Job Description:

We are looking for a Data Analyst who will collaborate with our business stakeholders, supporting Customer Care product and operations. In this role, you will use data to drive improvements in customer care performance, efficiency, and business outcomes. You will play a key role in transforming raw data into actionable insights that shape business strategies, optimize processes, and enhance customer experience.

Key Responsibilities:

• Leverage data to produce actionable insights independently that help optimize customer care efficiency, reduce operational costs, and improve customer satisfaction metrics.
• Conduct deep-dive analyses to enhance customer experience.
• Develop and maintain dashboards and data pipelines that track critical Goals related to customer care operations, performance, and customer experience.
• Collaborate with cross-functional teams including Product, Engineering, and Operations to influence decision-making and drive data-based innovation in customer care strategies.
• Apply advanced analytical techniques to identify trends, customer segmentation, and key drivers of customer care performance.
• Stay up to date with advancements in data analytics, AI, and LLM (Language Model) applications, and explore how they can be applied to further enhance the efficiency of customer care.

Requirements:

• Minimum 2 years of data analyst experience (open for prior experience in data science).
• Minimum 2 years of hands-on experience with SQL, spreadsheet, and Python.
• Minimum 2 years of dashboarding experience with BI or dataviz tools (Tableau, Looker Studio, etc)
• Demonstrated ability to deliver actionable insights independently through robust analysis, with excellent communication and storytelling skills to translate complex findings into business impacts.
• Experience in creating, maintaining, and optimizing data pipelines and workflows in cloud-based environments such as GCP, AWS, or Azure.
• Practical knowledge of LLM (Large Language Models) or experience in deploying AI/ML solutions is a plus.
• Bachelor’s or Master’s degree in Statistics, Mathematics, Computer Science, Data Science, Engineering, or related fields.
• Strong business acumen with a deep understanding of Customer Care operations and KPIs is an advantage.