Senior CX Data Analyst - Power BI & Reporting

About the role

The CX Data Analyst develops and maintains dashboards and reports that surface intent-level and service-level insights across the Money Transfer segment. The role sits in Customer Experience, reports to the Director of CX Shared Services and works with data from ticketing, telephony, AI platforms and core systems, with a focus on offline processes and contact rate.

Key responsibilities

• Create, maintain and optimise descriptive and diagnostic Power BI dashboards using semantic models, DAX and governed datasets, and engineer star schemas and subject-area marts for tickets, calls and transactions.
• 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.
• Build intent-detection and tagging logic (e.g. Zendesk tags, contact reasons) to attribute journeys end-to-end and identify pain points, drop-offs and automation opportunities.
• Work with data engineers and DBAs to provision high-volume Zendesk and channel datasets in a warehouse, move complex logic out of Power BI and set up sandbox testing, refresh schedules, data quality rules and change controls.
• Support weekly executive scorecards and quarterly deep dives, delivered through Power BI apps and exportable briefings, and partner with leadership to prioritise initiatives and track outcomes.
• Use statistical tools and exploratory data analysis to detect trends and recommend actions that improve customer and agent experience, working with Zendesk, telephony, messaging and AI administrators.

Required profile

• Bachelor's degree in data, computer science, statistics or a related field.
• Hands-on Power BI development with large, multi-source CX datasets such as Zendesk, voice, chat, social media, app store and transactional data.
• Clear communication, structured storytelling for executives, analytical rigor, problem-solving and stakeholder management.

Required skills

• Power BI, SQL and data modelling (star schemas)
• ELT collaboration, gateway and refresh management, dataset governance
• Statistical analysis and visualisation best practices