About The Role
In the
APAC Analytics & Insights team, we collaborate with Community Operations managers across the region to enhance the customer experience. The analyst plays a critical role in generating insights from customer support data-pinpointing key concerns, identifying gaps in existing processes, and empowering stakeholders to make data-backed decisions that improve customer experience and deliver business value through a smoother, more effective support journey.
What The Candidate Will Need / Bonus Points
- What the Candidate Will Do
- Translate business problems into analytical solutions by writing efficient SQL queries to extract and analyse relevant data.
- Conduct root-cause analysis to uncover drivers of customer support interactions and identify gaps across processes, products, or operations.
- Identify opportunities to enhance the customer experience and provide stakeholders with data-driven insights to inform long-term improvements.
- Build and maintain dashboards to monitor KPIs, surface trends, and highlight anomalies requiring stakeholder attention.
- Deliver actionable insights through clear, compelling storytelling that supports strategic decision-making.
- Basic Qualifications
- Strong business acumen and the ability to translate business questions into analytical solutions
- Expertise in data querying and manipulation using SQL
- Proficiency in Python for data analysis and automation tasks
- Experience with data visualization and dashboarding using Tableau
- Strong skills in Google Workspace (G-Suite) tools (Sheets, Slides, Docs, etc.)
- Proven experience in stakeholder management and presenting insights to stakeholders
- Excellent communication skills and a flair for data-driven storytelling
- Preferred Qualifications
- Background in Statistics or strong understanding of statistical methods
- Experience in A/B testing or Experimentation (XP) setups
- Advanced proficiency in Python with a strong ability to debug and resolve errors in fast-paced environments.
