Associa
Position Overview
We are seeking a detail-oriented and analytical Business Data Analyst to manage and enhance our customer satisfaction reporting and dashboards. This role will be responsible for gathering, analyzing, and visualizing customer experience data-including survey results, service delivery performance, SLA adherence, and product quality metrics-to provide actionable insights that improve customer satisfaction and loyalty.
The ideal candidate is skilled at integrating diverse datasets to build a complete, actionable view of customer sentiment and operational performance, turning complex data into compelling visualizations and recommendations.
Key Responsibilities
Required:
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We are seeking a detail-oriented and analytical Business Data Analyst to manage and enhance our customer satisfaction reporting and dashboards. This role will be responsible for gathering, analyzing, and visualizing customer experience data-including survey results, service delivery performance, SLA adherence, and product quality metrics-to provide actionable insights that improve customer satisfaction and loyalty.
The ideal candidate is skilled at integrating diverse datasets to build a complete, actionable view of customer sentiment and operational performance, turning complex data into compelling visualizations and recommendations.
Key Responsibilities
- Data Management & Integration
- Collect, validate, and analyze customer satisfaction data from surveys, feedback platforms, CRM systems, and operational systems.
- Incorporate service delivery timelines, SLA compliance, defect rates, and support ticket resolution performance into customer satisfaction analytics.
- Integrate multiple data sources to create a unified view of customer sentiment, trends, and performance drivers.
- Reporting & Dashboard Development
- Design, develop, and maintain interactive dashboards and reports (e.g., Power BI, Tableau) for customer satisfaction, operational KPIs, and related metrics.
- Ensure dashboards are intuitive, accurate, and tailored to stakeholder needs.
- Automate recurring reports to improve efficiency and consistency.
- Analysis & Insights
- Identify patterns, root causes, and correlations between operational performance (e.g., SLA adherence, product delivery) and customer satisfaction scores (CSAT, NPS, Customer Effort Score).
- Monitor trends over time and assess the impact of improvement initiatives.
- Develop and share actionable insights with leadership to guide strategy and operational improvements.
- Stakeholder Collaboration
- Partner with Customer Experience, Operations, Product, and Leadership teams to define KPIs, reporting requirements, and improvement initiatives.
- Translate business questions into data analysis and provide actionable recommendations.
- Present findings in a clear, engaging manner to both technical and non-technical audiences.
- Continuous Improvement
- Refine data collection and reporting processes for accuracy, speed, and relevance.
- Stay current with BI tools, data visualization techniques, and best practices in customer analytics.
Required:
- Bachelor's degree in Business, Data Analytics, Statistics, Economics, or related field.
- 2+ years of experience in business/data analysis, preferably in a customer experience, operations, or customer insights role.
- Proficiency in BI tools (e.g., Power BI, Tableau, Looker) and data manipulation (Excel, Power Query, SQL).
- Strong analytical skills with the ability to interpret large, complex datasets.
- Excellent communication skills with the ability to simplify complex findings for diverse audiences.
- Experience with customer satisfaction survey platforms (e.g., Qualtrics, Salesforce Feedback Management, SurveyMonkey).
- Knowledge of statistical methods for survey analysis and performance benchmarking.
- Familiarity with CRM and operational systems (e.g., Salesforce, ERP).
- Analytical Mindset - Uses data to solve problems and guide decisions.
- Attention to Detail - Ensures data accuracy and reporting precision.
- Storytelling with Data - Communicates insights in a way that motivates action.
- Business Acumen - Understands how operational performance influences customer satisfaction.
- Collaboration - Works effectively across departments and with stakeholders at all levels.
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