Senior Analyst, CX Operations
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Job Description
Reporting Analyst enhancing operational performance through accurate reporting in Customer Experience Operations. Utilizing Power BI, Salesforce, and MS Excel to inform data-driven insights and strategic decision-making.
Responsibilities:
- Develop, maintain, and enhance reporting dashboards for technical support KPIs, ensuring alignment with Balanced Scorecard frameworks.
- Own and validate reporting accuracy across platforms such as Power BI, Salesforce and MS Excel.
- Provide actionable insights through regular and ad-hoc reports to support operational and strategic decision-making.
- Ensure historical data integrity and consistency across reporting systems.
- Document key reporting processes and maintain repositories in Confluence and SharePoint.
- Audit and update outdated documentation to ensure accuracy and compliance.
- Collaborate with operations teams to streamline workflows and optimize reporting processes.
- Act as a reporting subject matter expert for Technical Support leadership and cross-functional teams.
- Present insights and performance trends to senior stakeholders during business reviews and strategic meetings.
- Promote adherence to reporting standards and governance protocols.
- Support the design and execution of reporting strategies aligned with organizational priorities and Balanced Scorecard principles.
- Track and report on operational metrics to provide visibility into performance and improvement opportunities.
Requirements:
- 3–6 years of experience in technical support operations, reporting, or business intelligence.
- Advanced proficiency in Salesforce, Power BI, and MS Excel.
- Expertise in Balanced Scorecard methodology and KPI development.
- Strong analytical skills with exceptional attention to detail and data accuracy.
- Proven experience in preparing efficiency and utilization reports.
- Excellent documentation and process mapping capabilities.
- Strong communication skills with the ability to present insights to senior leadership.
- Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.
Benefits:
- Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
- Special guests from time to time to discuss issues that impact our employee population.
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