Data Analyst - Operations and Customer Experience

About the Role

Our partner company based in the United Kingdom is seeking an experienced Data Analyst to lead operational and customer experience improvements using data insights. This role combines advanced analytics, dashboard development, process improvements, and cross-team collaboration to enhance global business performance and customer satisfaction.

Key Responsibilities

• Create and maintain scalable dashboards and reporting tools using Looker and BigQuery that deliver dependable insights into operational performance and customer health.
• Analyze critical metrics including customer satisfaction, Net Promoter Score (NPS), contact rates, agent productivity, and operational efficiency to identify trends and opportunities for enhancement.
• Perform in-depth investigations to uncover root causes of performance fluctuations and translate findings into actionable business recommendations.
• Develop data-driven business cases quantifying expected impact, return on investment, and efficiency gains to support strategic decisions.
• Design automation tools, scripts, and analytical solutions that increase team productivity and optimize workflow processes.
• Collaborate with Data Engineering teams to uphold data quality, improve governance, and standardize key metric definitions across departments.
• Communicate complex technical analyses through clear narratives and presentations tailored for non-technical global stakeholders.
• Provide analytical support to Operations, Customer Experience, and Quality teams enhancing customer outcomes and business workflows.

Candidate Requirements

• Minimum 3 years experience in data analytics within operations, customer experience, quality assurance, or fast-growing tech environments.
• Advanced SQL proficiency with demonstrated ability to write complex, optimized queries in Google BigQuery.
• Experience building advanced, user-centric dashboards and data models using Looker; knowledge of LookML strongly preferred.
• Strong analytical skills with a proven track record of translating data into strategic recommendations influencing operational or product decisions.
• Capable of constructing business cases and measuring impact to prioritize high-value initiatives.
• Exceptional communication skills that simplify complex data insights for diverse global, non-technical audiences.
• Experience thriving in dynamic, remote work settings collaborating cross-functionally.
• Familiarity with Python or R for statistical computing, automation, or predictive modeling is an advantage.
• Previous exposure to travel technology, telecommunications, customer support software or related sectors is beneficial.
• Knowledge of customer support platforms such as Zendesk, Intercom or similar data structures is a plus.

Employee Benefits

• Remote-first work culture offering flexible schedules to support work-life integration.
• Influential role impacting customer experience and operational strategies in a fast-growing global organization.
• High-visibility position where data insights contribute to service improvements affecting millions of customers.
• Ongoing opportunities for professional growth and learning in a data-driven, innovative environment.
• Collaboration with international teams spanning multiple locations and functions.
• Flexible contractor-based employment allowing individual management of local tax affairs if applicable.

Additional Information

The hiring process utilizes AI-assisted matching to ensure swift, unbiased candidate evaluation, but final decisions and further steps are managed internally by the partner company’s team. Data privacy compliance is maintained throughout the recruitment process consistent with GDPR and related regulations, with candidate rights upheld.