Sr CXi Analyst

About the role

The CX Data Analyst will develop and maintain high‑quality dashboards and reports that surface intent‑level and service‑level insights across the Money Transfer segment. This role leverages data from ticketing, telephony, AI platforms and core systems to analyse trends, contact drivers and customer/agent experiences.

Key responsibilities

• Develop, maintain and optimise descriptive and diagnostic Power BI dashboards, applying robust semantic models, DAX measures and governed datasets.
• Define and maintain metric frameworks for Contact Rate, FCR, AHT, CSAT, Containment, abandonment, reopen and resolution SLAs, segmented by intent, channel, tier, region and product.
• Collaborate with data engineers/DBAs to provision high‑volume Zendesk and channel datasets, move complex logic out of Power BI and establish sandbox testing.
• Support weekly executive scorecards and quarterly deep‑dive reporting, delivering insights via Power BI apps and exportable briefings.
• Use statistical tools and exploratory analysis to detect trends, produce actionable recommendations and drive omnichannel service design.

Required profile

• Bachelor’s degree in data/computer science, statistics or a related field.
• Hands‑on experience developing Power BI solutions with large, multi‑source CX datasets such as Zendesk, voice, chat and transactional data.
• Strong SQL expertise, data‑modelling experience (star schemas) and familiarity with ELT collaboration and dataset governance.

Required skills

• Power BI (modeling, DAX, performance tuning)
• SQL
• Data modelling (star schemas)
• Statistical analysis and data visualisation