Data Analyst (Live Chat Channel Analytics)

Location: Remote

Minimum Experience Level: 3 to 5 years

We are seeking a Data Analyst for the Live Chat channel to generate actionable insights from customer

interactions and operational data.

This role combines hands-on data analysis, technical implementation, and business insight generation.

You will work with large-scale data in Databricks (SQL / Python), build Tableau dashboards, and translate

data into recommendations that influence product and channel decisions.

Embedded in a cross-functional product team and analytics squad, you will help understand customer

behavior, identify improvement opportunities, and support data-driven decisions across the channel. The

role sits at the intersection of analytics, customer experience, and digital product development.

We are looking for a candidate who is both technically strong and business-oriented, able to work directly

with data while linking insights to channel strategy and commercial outcomes.

Requirements:

• 3–5 years of experience in Data Analytics, preferably in digital or customer-facing environments

• Strong hands-on expertise in SQL, Python, Databricks

• Proven experience building dashboards in Tableau

• Ability to work with large, complex datasets across multiple sources

• Strong analytical thinking with the ability to translate data into actionable insights

• Solid understanding of product analytics and customer journeys

• Strong communication skills across technical and non-technical stakeholders

• Hands-on, proactive mindset with ownership of end-to-end analytical tasks

Preferred

Key Responsibilities:

• Analyze live chat performance using SQL and/or Python (Databricks) across structured metrics and

conversational datasets

• Identify trends, customer pain points, and behavioral patterns, and translate them into actionable

insights

• Write advanced queries and data transformations to process large-scale, multi-source datasets

• Perform data preparation, exploratory analysis, and reporting automation

• Design, build, and maintain Tableau dashboards to track live chat KPIs and enable self-serve insights

• Integrate conversational, operational, and customer data to create a holistic view of channel

performance

• Ensure data quality, consistency, and alignment of KPIs across datasets and teams

• Communicate findings effectively to stakeholders, translating analysis into clear business narratives

and recommendations

• Support OKR tracking by aligning metrics with product and business goals

• Collaborate closely with product teams, data engineers, and data scientists within the analytics squad

to drive data-informed decisions and improvements

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