Senior CX Data Analyst – Reporting & Visualization

About the role

The Senior CX Data Analyst will design, build and maintain high‑quality Power BI dashboards that turn ticketing, telephony, AI and transaction data into actionable insights for the Money Transfer segment. Reporting to the Director of CX Shared Services, the role focuses on measuring contact‑rate, first‑call‑resolution, CSAT and other core CX metrics to improve both customer and agent experiences.

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 (tickets, calls, transactions) to enable scalable refresh performance.
• Define and maintain metric frameworks for Contact Rate, FCR, AHT, CSAT, Containment, abandonment, reopen and SLA compliance, segmented by intent, channel, tier, region and product.
• Collaborate with data engineers and DBAs to provision high‑volume Zendesk and channel datasets in a data warehouse, implement refresh schedules, data‑quality rules and change‑control processes.
• Produce weekly executive scorecards and quarterly deep‑dive reports that highlight performance trends, risks and improvement opportunities.
• Apply statistical and exploratory data 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 building large, multi‑source CX dashboards in Power BI.
• Strong understanding of CX metrics such as contact rate, FCR, AHT and CSAT.

Required skills

• Power BI development, DAX, performance tuning.
• Advanced SQL and data‑modelling (star schemas, ELT processes).
• Data‑warehouse design and governance.
• Statistical analysis and exploratory data techniques.
• Familiarity with Zendesk, telephony and AI platform data sources.