CX Data Analyst – Reporting Visualization

About the role

The CX Data Analyst will design, build and maintain interactive Power BI dashboards that provide insight into contact‑rate, service‑level and agent performance across the Money Transfer segment. Working with data from ticketing, telephony, AI platforms and core transaction systems, the analyst will turn raw data into actionable intelligence for the CX shared services team.

Key responsibilities

• Develop, optimise and govern descriptive and diagnostic Power BI reports 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 and DBAs to provision high‑volume Zendesk and channel datasets, implement refresh schedules, data‑quality rules and change‑control documentation.
• Produce weekly executive scorecards and quarterly deep‑dive reports that highlight trends, risks and improvement opportunities.
• Apply statistical and exploratory analysis to detect patterns, recommend process improvements and support omnichannel service design.

Required profile

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

Required skills

• Power BI (modeling, DAX, performance tuning)
• SQL
• Data modelling – star schemas, ELT processes
• Zendesk data integration
• Statistical analysis and exploratory data analysis