Senior CX Data Analyst – Reporting & Visualisation

About the role

The Senior CX Data Analyst will design, build and maintain high‑quality Power BI dashboards that surface intent‑level and service‑level insights for the Money Transfer segment. Working with ticketing, telephony, AI platforms and core systems, you will turn raw data into actionable intelligence that drives CX improvements.

Key responsibilities

• Create, optimise and govern descriptive and diagnostic Power BI dashboards using robust semantic models, DAX measures and governed datasets.
• Engineer star‑schema data models and subject‑area marts for tickets, calls and transactions to enable scalable refresh performance.
• 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 implement refresh schedules, data‑quality rules and change controls.
• Produce weekly executive scorecards and quarterly deep‑dive reports, highlighting performance, risks and opportunities.
• Conduct statistical and exploratory analysis to detect trends, generate recommendations and support omnichannel service design.

Required profile

• Bachelor’s degree in data/computer science, statistics or a related field.
• Proven experience developing Power BI solutions for large, multi‑source CX datasets.
• Strong analytical mindset with the ability to translate data into business insights.

Required skills

• Power BI development (models, DAX, performance tuning)
• SQL and data‑modelling (star schemas, ELT processes)
• Experience with Zendesk or similar ticketing platforms
• Statistical analysis and exploratory data analysis tools