Data Analyst - Operations & Customer Experience

Overview

This role involves leveraging data insights to drive operational excellence and enhance customer experience within a global, fast-growing organization based in Ireland. The Data Analyst will transform complex datasets into actionable strategies that improve business performance and customer satisfaction across Operations, Customer Experience, and Quality teams.

Key Responsibilities

• Create and sustain scalable dashboards and reporting systems using Looker and Google BigQuery to deliver reliable insights on operational performance and client health.
• Analyze essential business indicators such as customer satisfaction, NPS, contact rates, agent efficiency, and operational metrics to identify trends and areas for improvement.
• Perform detailed analyses to uncover root causes of performance shifts and develop practical recommendations for business improvement.
• Develop quantitative business cases estimating impact, ROI, and operational enhancements to assist strategic planning.
• Automate workflows and create analytical tools to boost efficiency and team productivity.
• Collaborate with Data Engineering to ensure data quality, governance, and consistent metric definitions across units.
• Communicate complex analytics findings effectively to non-technical stakeholders to facilitate informed decision-making.
• Support multiple teams by delivering insights aimed at improving customer outcomes and operational processes.

Candidate Requirements

• Minimum of three years experience in data analytics, preferably within Operations, Customer Experience, Quality functions, or dynamic technology companies.
• Proficient in crafting complex, optimized SQL queries, particularly in Google BigQuery.
• Experience designing advanced, intuitive dashboards and data models with Looker; familiarity with LookML is a strong plus.
• Strong analytical skills with a proven ability to translate data into strategic insights shaping operational or product decisions.
• Skilled in constructing business cases and evaluating the impact of initiatives using data-driven prioritization.
• Excellent verbal and written communication skills for explaining analytical results to global non-technical audiences.
• Comfortable collaborating in a remote, fast-paced environment with cross-disciplinary teams.
• Preferably experienced with Python or R for statistical analysis, automation, or predictive modeling.
• Background in travel technology, telecom, or customer support platforms is advantageous.
• Knowledge of customer service tools such as Zendesk and Intercom and related data structures is beneficial.

Perks & Benefits

• Fully remote-first working setup with flexible hours fostering work-life balance.
• Opportunity to influence customer experience and operational strategy in a rapidly growing international organization.
• Role with significant impact where analysis directly improves services used by millions.
• Encouragement of professional development and continuous learning within an innovative data-driven culture.
• Collaboration opportunities across global, cross-functional teams.
• Contractor-based flexible work model with responsibility for local tax compliance where applicable.

Additional Information

This vacancy is managed by a partner company that handles the application process and subsequent steps. Applications are evaluated through an AI-powered shortlisting system to ensure fairness and efficiency. Final recruitment decisions and interview arrangements are conducted by the partner employer. Applicants’ data is processed under relevant data protection regulations, including GDPR, with appropriate rights and transparency measures in place. AI tools may assist in application reviews but hiring decisions remain human-led.