Reporting to the Data Analytics Business Partner – Customer Experience, the position holder is responsible for data mining, analysis, visualization, and presentation to drive smart and relevant insights for Contact Center, Retail Experience and Digital Channels Tribe.

RESPONSIBILITIES

• Generate accurate reports as per set timelines.
• Provide analysis of performance and generate useful insights to drive decision making.
• Provide and manage efficient feedback mechanisms from users of reports and available MIS Platforms
• Drive the automation of daily routine reports in section.
• Sit in Projects to ensure Experience reporting requirements are met before go-live of new Systems, products, processes & services.
• Follow up on faster resolution of downtimes affecting Experience Reporting and overall Customer Experience
• Interrogate data to confirm accuracy and completeness from the various data source.
• Drive efficiency in reporting by periodically improving on data retrieval and storage.
• Ensure adherence to data governance and privacy regulatory requirement.
• Liaison with the rest of business to get the necessary data for analytical purposes.
• Run projects geared towards innovating overall experience reporting sphere.

QUALIFICATIONS

Skills and Core Competencies:

• Strong SQL skills
• Experience creating visualizations with tools such as Power BI, Qlik , Tableau, Kibana, Splunk etc.
• Knowledge of any programming language e.g., Python, R and Java
• Familiarity with statistical tests and tools including an understanding of mean, median, variance, standard deviation, correlation, regression, and hypothesis testing.
• Proven analytics skills, including mining, evaluation, and visualization
• Proven ability to work in a collaborative, team-oriented environment.

Education and Experience:

• A bachelor’s degree (or equivalent), from a recognized university in Engineering, Mathematics, Statistics, Economics, Computer Science, or any other quantitative field
• 2 or more years of experience mining data as a data analyst