{"id":3222123,"url":"https://alion.io/job/riafinancial-cxi-analyst","title":"CXi Analyst","company":{"id":2937319,"name":"Riafinancial","domain":"riafinancial.com","url":"https://alion.io/company/riafinancial","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["La Libertad, El Salvador"],"countries":["SV"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":1000,"max":1250,"currency":"USD","period":"month","gross":null,"usd_annual":15000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Power BI","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-22T23:03:39Z","employer_posted_date":null,"last_verified_at":"2026-09-22T23:03:39Z","board_verified":false,"closed_at":null,"days_open":35,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":35},"description":"Role OverviewThe 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.\nKey ResponsibilitiesPower BI & Data Modeling\nDevelop and optimize Power BI dashboards using semantic models, DAX, and governed datasets.\nDesign star schemas and subject-area marts for tickets, calls, transactions, and other CX data.\nOptimize models and reports for scalable performance and reliable refreshes.\nCX Metrics & Insights\nDefine and maintain frameworks for Contact Rate, FCR, AHT, CSAT, Containment, Abandonment, Reopen, and Resolution SLAs.\nSegment metrics by intent, channel, tier, region, and product to identify trends and performance drivers.\nDevelop intent detection and tagging logic to map customer journeys and identify pain points, drop-offs, and automation opportunities.\nTranslate data into clear, actionable insights and recommendations.\nData Engineering & Governance\nPartner with Data Engineers and DBAs to provision Zendesk and channel datasets in the warehouse.\nHelp move complex logic out of Power BI and establish testing environments for safe iteration.\nSupport refresh schedules, data quality controls, documentation, change management, and BI reliability.\nExecutive Reporting\nDevelop weekly executive scorecards and quarterly deep dives covering Contact Rate, performance, targets, risks, opportunities, and recommended actions.\nDeliver insights through Power BI and executive-ready reports.\nPartner with leadership to prioritize initiatives such as self-service and process improvements, and track outcomes.\nAdvanced Analysis\nApply statistical and exploratory analysis to identify trends, patterns, and opportunities.\nPartner with Zendesk, telephony, messaging, and AI teams to ensure CX insights support omnichannel service and operational decisions.\nQualifications & SkillsEducation\nBachelor’s degree in Data Science, Computer Science, Statistics, or a related field.\nExperience\nHands-on Power BI development, including models, DAX, and performance tuning.\nExperience with large, multi-source CX datasets such as Zendesk, voice, chat, social media, app store, and transactional data.\nTechnical Skills\nStrong SQL and data modeling skills, including star schemas.\nKnowledge of ELT, data warehouses, gateway/refresh management, and dataset governance.\nUnderstanding of statistical analysis and data visualization best practices.\nAbility to translate business requirements into metric definitions and actionable insights.\nSoft Skills\nClear communication and executive storytelling.\nAnalytical rigor, problem-solving, and stakeholder management.\nAbility to manage multiple priorities and collaborate cross-functionally.\nMeasures of SuccessAccurate, reliable, and timely reporting with strong governance and reduced refresh/capacity issues.\nAccurate intent/service tagging and increased dashboard adoption.\nInsights that contribute to measurable improvements in CSAT, FCR, AHT, containment, and abandonment.\nDocumented business impact from recommended actions and positive stakeholder feedback.\nTools & Data SourcesPrimary: Power BI, SQL, Zendesk, voice/chat, social, app store, and transactional/trading data.\nSupporting: BI apps/workspaces, governed semantic models, and DAX libraries.\n FTC26","description_format":"text","description_chars":3514,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-25T03:44:46Z"}],"visa":[],"liveness":{"score":15,"band":"cold","label":"Long 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