Summary
We’re looking for a data-driven analyst to join our Customer Service team as a strategic partner. This role will focus on uncovering actionable insights that demonstrate the return on investment of our customer service operations, identifying opportunities for improvement, and proactively informing leadership of emerging trends and risks before they surface.
Description
What you’ll be doing
- Partner with Customer Service leadership to define key performance indicators (KPIs) and ROI metrics that demonstrate the value of the function.
- Collect, analyze, and interpret data from multiple sources (customer service systems, finance, sales, product feedback, QA reports, etc.) to deliver meaningful insights.
- Build dashboards and automated reports to provide a real-time view of performance and early indicators of issues or opportunities.
- Conduct deep-dive analyses to uncover root causes of customer issues, operational inefficiencies, or emerging risks.
- Provide data-backed recommendations for strategic initiatives that improve customer satisfaction and business outcomes.
- Collaborate with cross-functional teams (Product, Sales, Finance, Marketing) to align data insights with broader company goals.
- Identify and communicate trends in customer behavior, service quality, and operational performance before they impact business performance.
- Support business cases and presentations for leadership with clear, evidence-based insights.
What you’ll need
- Strong analytical and problem-solving skills with experience using tools such as SQL, Power BI/Tableau, Excel, or equivalent.
- Proven ability to translate complex data into actionable business insights.
- Experience with customer service metrics, reporting, and process improvement.
- Understanding of ROI analysis and financial impact modelling.
- Excellent communication skills; able to present data-driven recommendations to senior stakeholders.
- Ability to work proactively and independently, anticipating business needs before being prompted.
- Bonus: Experience with predictive analytics, forecasting, or early-warning monitoring systems.
Success in this role means:
- Leadership has clear visibility of customer service ROI and value-add to the business.
- Data-driven insights influence strategic decisions.
- Emerging issues are identified and addressed before they escalate.
- The analyst is recognised as a trusted advisor and thought partner for customer service strategy
Concentrix is an equal opportunity employer
We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.
