Collect, organize, and analyze user data from the customer service department and other related systems to identify user behavior patterns and issue trends.
Develop and maintain dashboards and reports to provide real-time insights into key metrics.
Provide data-driven recommendations to improve team performance and operational efficiency.
Collaborate with team leaders to implement solutions and track the impact of changes.
Conduct root cause analysis to identify underlying issues affecting KPIs (CSATs, resolution rate, etc).
Translate complex data into clear and actionable insights for senior management.
Support strategic decision-making by providing in-depth analysis and forecasting.
Ensure data accuracy and integrity by implementing best practices in data collection, storage, and analysis.
Communicate findings and recommendations effectively to stakeholders at all levels.
Collaborate with cross-functional teams to align on goals and drive initiatives.
Provide training and support to team members on data analysis tools and techniques.
Requirements:
Minimum of 3-5 years of experience in a business intelligence, data analysis, or similar role.
Proven track record of analyzing complex data sets and providing actionable insights.
Experience in the crypto, financial services or compliance industry is a plus.
Bachelor’s degree in Data Science, Statistics, Computer Science, Business Analytics, or a related field.
Proficiency in data analysis tools such as SQL, Python, R, or similar.
Experience with data visualization tools like Tableau, Power BI, or similar.
Strong understanding of database management and data warehousing concepts.
Familiarity with statistical analysis and predictive modeling techniques.
Excellent analytical and problem-solving skills.
Strong attention to detail and accuracy.
Ability to communicate complex data insights clearly and concisely.
Strong organizational and time management skills.
Ability to work independently and as part of a team.