Seeking an IT Controls Data Analyst to turn data into actionable insights for IT governance. Engage in automation and AI technologies to improve control monitoring and reporting.
About the role
- Data Analyst at Swile focusing on data collection and analysis for enhanced customer service. Collaborating with teams to optimize processes and drive decision-making.
Responsibilities
- Collect data from various sources, such as satisfaction surveys, customer feedback, transaction data, behavioral data, and customer interactions.
- Analyze collected data to identify trends, patterns, and insights about the customer experience.
- Develop reports and dashboards to present analysis results and recommend actions for improvement.
- Identify opportunities to improve the customer experience and develop action plans to address them.
- Collaborate with business, marketing, and product teams to understand customer needs and develop solutions, as well as with the customer support team.
- Analyze customer support data to identify trends, patterns, and opportunities for improvement.
- Forecast customer support demand to ensure that support capacity is adequate.
- Develop capacity plans to ensure the customer support team is prepared to meet demand.
- Identify opportunities to optimize customer support processes and improve efficiency.
Requirements
- Ability to collect, analyze, and interpret large datasets.
- Knowledge of data analysis tools such as Excel, SQL, Tableau, Metabase, Salesforce, Zendesk, Power BI, PowerPoint, etc.
- Ability to communicate insights and recommendations clearly and concisely to non-technical audiences, tell stories with data, and present insights engagingly.
- Ability to think critically and identify opportunities for improvement.
- Ability to plan and organize projects and tasks effectively.
- Ability to work in a team and collaborate with stakeholders to understand customer needs.
- Knowledge of customer experience principles and practices and process best practices.
- Knowledge of statistics and data analysis methods.
- Knowledge of programming languages such as Python, R, or SQL.
- Knowledge of planning and capacity planning: planning and sizing team capacity.
- Be proactive and able to anticipate problems and opportunities.
- Be flexible and able to adapt to changes and shifting priorities.
- Be able to communicate clearly and concisely with different audiences.
Benefits
- 💳 Very attractive flexible benefits package you can use as you wish (flexfood, mobility, culture, education, etc.) via the Swile card
- 🤑 Bonus
- 👩🏽⚕️ Health insurance, dental plan, and life insurance
- 💪🏼 TotalPass or GymPass (access to top gyms and studios)
- 🧠 Emotional well-being (free therapy sessions with one of our partners)
- 💰 SwileShop
- 🗣️ English or French classes
- 💊 Pharmacy assistance
- 🎂 Birthday day off
- 👶🏼 Childcare assistance
- We embrace and encourage diversity and inclusion on our team, so feel free to be yourself with us 🌈
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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