Business Intelligence Analyst

Company: An established, consumer facing tech business is growing its Insights team and is hiring a BI Analyst to partner closely with Customer Experience, Product, and Operations teams., You will sit within an Insights function that works hand in hand with the Customer Experience team. Your focus will be on making data accessible, delivering deep- dive analysis, and helping the business understand the key drivers behind customer contact and satisfaction.

• Build and maintain dashboards tracking customer experience metrics
• Lead the migration of dashboarding into scalable formats
• Create ETLs from raw data sources to make data easy to consume
• Support Customer Experience teams with analytical requests
• Identify opportunities to improve customer experience through data-led insight
• Measure the impact of strategic and tactical changes
• Perform root cause analysis when performance dips
• Work cross-functionally with teams such as Trust & Safety, Seller Success, and Product

• Strong SQL skills and experience working with large datasets
• Experience using tools such as Looker or Tableau
• Experience building ETLs from raw data sources
• Comfortable working across multiple stakeholders and problem spaces
• Commercially minded with a proactive approach
• Organised, curious, and detail-focused

Nice to have

• Experience in a marketplace or consumer-facing mobile product
• Exposure to Zendesk data