CX Business Analyst

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Requirements:

• Proven experience in data analytics, statistics, or related field.
• Strong collaboration skills to build relationships across diverse teams.
• Excellent communication skills for presenting insights to both technical and non-technical stakeholders.
• Proficiency in SQL and working with relational databases, ideally Snowflake.
• Experience with BI tools such as Zendesk Explore, Sigma, Looker, or Tableau.
• Familiarity with Zendesk reporting and data structure optimization is a strong plus.
• Experience working collaboratively with Data Engineers and other teams.
• Ability to identify missing data points and integrate solutions.
• Basic knowledge of data modelling tools like dbt and Git is a bonus.
• Self-starter with a proactive attitude, thriving in fast-paced environments.
• Kind, empathetic, and patient personality.

Responsibilities:

• Analyse ticket trends, root causes of spikes, and other support metrics using support data to generate actionable insights.
• Create dynamic and actionable reports to address immediate business questions using tools like Zendesk Explore or Sigma.
• Partner with Workforce Management (WFM) and other teams to identify areas for operational improvement.
• Collaborate with stakeholders to optimise taxonomy and improve data collection and quality.
• Analyse user behaviour prior to support interactions to increase self-serve rates.
• Work closely with the Central Data team to leverage broader datasets for long-term impact.
• Enhance data foundations by collaborating with Data Engineers, Product, and Engineering teams.