Cyara | Hiring | Data Analyst | BigDataKB.com | 08-04-2022

• Our team is looking for a Data Analyst who will work with large sets of data, build metrics and business cases to drive value from our Data Lake.
• The ideal candidate will be an analytically driven team player, with excellent attention to detail who wants to explore customer experience improvement opportunities and produce data that drives strategic decision making.
• Here at Cyara we have a passion for creating Customers For Life. This position is strategic in that it has a focus on helping the CX team consistently improve customer happiness and prevent customer churn.
• We believe measuring the levels of customer satisfaction can make a difference in improving product sales and overall business performance. This role will be based in India and allows fully remote working.

Lets talk about the role responsibilities

• The Data Analyst will work alongside Data Engineers in our data team to help provide insights and feedback to help drive the direction of our data team s goals

• This is a varied role that is key to the timely and effective delivery of customer/operational analysis and experience designs which underpin strategic change programs in the business

• This person will have a natural customer orientation, with the ability to empathize with the needs of different customer types

• The Data Analyst will take the lead in gathering insights, and data to support journey analysis and design

• Extract, analyze and use data to build analysis, metrics and business cases to support decision-making.

• Understand and defines data requirements for various data sources in support of Data team initiatives

• Work with our CX platform vendor to maintain the CX enterprise application as well as design and implement new CX management solutions, including reporting dashboards

• VOC survey research, including, survey design, execution, data analysis, and report creation

• Uses visuals/infographics to tell the data story

• Identify data quality and process improvement opportunities

• Propose enhancements to our processes and methodology to improve data quality

• Identify key customer trends, issues and opportunities and assist in formulating strategies to improve customer experience

• Provide ad hoc information and insights support to key stakeholders

Lets talk about your skills/expertise

• Demonstrated concern for customer centricity

• Ability to cultivate and maintain productive working relationships with internal business partners

• Ability to analyze and interpret data and tell the data story with visuals/infographics

• Ability to manage multiple, simultaneous responsibilities

• Experience with Survey Monkey is preferred, not required

• Advanced Microsoft Office skills Excel and PowerPoint

• Experience developing and executing SQL queries and business intelligence reporting and statistical analysis tools

• Ability to manage multiple, simultaneous responsibilities

• Excellent communications skills -both written and verbal

• Team-player attitude coupled with a sense of urgency to deliver results

• Self-starter able to deliver results with minimal supervision in a fast-paced environment

• Bachelor s Degree in Marketing, Business, Communications, Statistics, or related field of study, or equivalent experience, Required

Other Qualifications for Highly Competitive Candidates

• Experience in CX Onboarding, Journey Mapping, Customer Churn and customer survey and feedback mechanisms

• Customer research experience in interviewing, questionnaire design, and documentation

• Design of journeys, or contact center operations in a multi-channel environment

• Contact center or IVR technology (e.g. CTI, Genesys, Cisco, Avaya) experience desirable

• Experience in Python