Data Analyst – Operations & CX

About the role

This position is based in South Africa and focuses on driving operational excellence through data‑driven insights. You will turn complex datasets into actionable recommendations that improve customer experience and overall business performance.

Key responsibilities

• Design, build, and maintain scalable dashboards and reporting solutions using Looker and Google BigQuery.
• Analyze key business metrics such as customer satisfaction, NPS, contact rates, agent performance, and operational efficiency to uncover trends.
• Conduct deep‑dive analyses to identify root causes of performance changes and translate findings into actionable recommendations.
• Develop data‑driven business cases quantifying impact, ROI, and operational improvements.
• Create automation scripts and analytical tools that streamline workflows and boost team productivity.
• Partner with Data Engineering teams to ensure data quality, governance, and consistent metric definitions.
• Translate technical analysis into clear narratives and presentations for non‑technical stakeholders.
• Support Operations, Customer Experience, and Quality teams with insights that enhance customer outcomes.

Required profile

• 3+ years of experience in data analytics, preferably supporting Operations, Customer Experience, or Quality functions.
• Advanced SQL skills with the ability to write complex, optimized queries in Google BigQuery.
• Proven experience creating user‑friendly dashboards and data models using Looker; LookML knowledge is a strong advantage.
• Strong analytical mindset with a track record of turning data into strategic recommendations.
• Experience building business cases, measuring impact, and influencing high‑value initiatives.
• Excellent communication skills for presenting insights to global, non‑technical audiences.

Required skills

• Looker
• LookML
• Google BigQuery
• SQL