CXi Analyst

The CX Data Analyst develops and maintains dashboards and reports that provide intent- and service-level insights across the Money Transfer segment. The role analyzes data from ticketing, telephony, AI platforms, transactional, and core systems to identify trends, contact drivers, and customer/agent experience opportunities, with a focus on offline processes and Contact Rate.

Power BI & Data Modeling

• Develop and optimize Power BI dashboards using semantic models, DAX, and governed datasets.
• Design star schemas and subject-area marts for tickets, calls, transactions, and other CX data.
• Optimize models and reports for scalable performance and reliable refreshes.

CX Metrics & Insights

• Define and maintain frameworks for Contact Rate, FCR, AHT, CSAT, Containment, Abandonment, Reopen, and Resolution SLAs.
• Segment metrics by intent, channel, tier, region, and product to identify trends and performance drivers.
• Develop intent detection and tagging logic to map customer journeys and identify pain points, drop-offs, and automation opportunities.
• Translate data into clear, actionable insights and recommendations.

Data Engineering & Governance

• Partner with Data Engineers and DBAs to provision Zendesk and channel datasets in the warehouse.
• Help move complex logic out of Power BI and establish testing environments for safe iteration.
• Support refresh schedules, data quality controls, documentation, change management, and BI reliability.

Executive Reporting

• Develop weekly executive scorecards and quarterly deep dives covering Contact Rate, performance, targets, risks, opportunities, and recommended actions.
• Deliver insights through Power BI and executive-ready reports.
• Partner with leadership to prioritize initiatives such as self-service and process improvements, and track outcomes.

Advanced Analysis

• Apply statistical and exploratory analysis to identify trends, patterns, and opportunities.
• Partner with Zendesk, telephony, messaging, and AI teams to ensure CX insights support omnichannel service and operational decisions.

Education

• Bachelor’s degree in Data Science, Computer Science, Statistics, or a related field.

Experience

• Hands-on Power BI development, including models, DAX, and performance tuning.
• Experience with large, multi-source CX datasets such as Zendesk, voice, chat, social media, app store, and transactional data.

Technical Skills

• Strong SQL and data modeling skills, including star schemas.
• Knowledge of ELT, data warehouses, gateway/refresh management, and dataset governance.
• Understanding of statistical analysis and data visualization best practices.
• Ability to translate business requirements into metric definitions and actionable insights.

Soft Skills

• Clear communication and executive storytelling.
• Analytical rigor, problem-solving, and stakeholder management.
• Ability to manage multiple priorities and collaborate cross-functionally.

• Accurate, reliable, and timely reporting with strong governance and reduced refresh/capacity issues.
• Accurate intent/service tagging and increased dashboard adoption.
• Insights that contribute to measurable improvements in CSAT, FCR, AHT, containment, and abandonment.
• Documented business impact from recommended actions and positive stakeholder feedback.

• Primary: Power BI, SQL, Zendesk, voice/chat, social, app store, and transactional/trading data.
• Supporting: BI apps/workspaces, governed semantic models, and DAX libraries.

FTC26