Junior CX Data Analyst – Reporting & Visualization

About the role

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

Key responsibilities

• Develop, optimise and govern descriptive and diagnostic Power BI dashboards using robust semantic models, DAX measures and star‑schema data marts.
• Define and maintain metric frameworks for contact rate, FCR, AHT, CSAT, containment, abandonment 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, 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 that highlight performance, risks and recommended actions.
• Conduct statistical and exploratory analysis to detect trends, generate actionable recommendations and support omnichannel service design.

Required profile

• Bachelor’s degree in data/computer science, statistics or a related field.
• Proven hands‑on experience developing Power BI models, DAX calculations and performance‑tuning with large, multi‑source CX datasets (e.g., Zendesk, voice, chat, social).
• Strong SQL skills and expertise in data modelling (star schemas, ELT processes) and dataset governance.
• Ability to translate business requirements into clear metric definitions and insight stories for executives.

Required skills

• Power BI (including DAX and data‑model design)
• SQL
• Data modelling – star schemas, subject‑area marts
• ELT collaboration and data‑governance practices
• Statistical analysis and visualisation best practices
• Experience with Zendesk and omnichannel data sources (voice, chat, social)