Job Overview
We are seeking a skilled Data Analyst - Customer Experience to drive customer-centric decision-making through advanced data analysis, actionable insights, and close collaboration with cross-functional teams. This role focuses on transforming customer experience data into meaningful intelligence that improves customer satisfaction, retention, and overall business performance.
The ideal candidate will have strong analytical expertise, experience working with large and diverse CX datasets, and the ability to communicate insights clearly to both technical and executive stakeholders. You will play a key role in supporting customer experience strategies, optimizing journeys, and enabling data-driven marketing and service initiatives.
Responsibility Description
1. Data Engineering & Platform Management
• Maintain, monitor, and optimize large-scale SQL/NoSQL database systems for performance, security, scalability, and data reliability.
• Design, develop, and maintain robust ETL pipelines for efficient data extraction, transformation, and loading from multiple data sources.
• Implement automation scripts and CI/CD pipelines to streamline data deployment, reporting updates, and database maintenance.
• Ensure data quality, accuracy, governance, and consistency across all CX analytics platforms.
2. Customer Experience Analytics & Insights
• Perform advanced customer experience data analysis and data mining to identify trends, root causes, and opportunities for service and journey optimization.
• Apply analytical techniques and algorithms to translate complex datasets into meaningful, actionable insights.
• Support service optimization initiatives through data-driven recommendations and performance evaluation.

1. Bachelor's degree or above in Telecommunications, Information Technology, Mathematics, Statistics, Computer Science, Data Analytics, Artificial Intelligence, Software Engineering, or a related discipline.
2. Familiarity with one or more mainstream relational and/or non-relational (SQL/NoSQL) database technologies.
3. Proficiency in analytical and visualization tools such as SQL, Python, Power BI (or equivalent) for data analysis, model optimization, and dashboard creation with the ability to translate complex analytical findings into clear insights, analysis reports, and actionable recommendations for both technical and non-technical audiences.
4. Strong data visualization skills with experience in designing dashboards and insight-driven reports for business and executive stakeholders.
5. Solid understanding of data mining techniques, analytical algorithms, and platform-based service quality assurance.
6. Ability to adapt quickly to new technologies and analytical approaches (e.g., Vibe Coding, natural language-driven analytics) to streamline workflows and improve productivity.
7. Understanding of project scope dynamics, including role flexibility across single or multi-scenario deployments and remote service integration.
8. Experience applying industry-specific analytics solutions to address tailored customer and business requirements is a plus.
9. Proven customer-centric problem-solving skills, including identifying customer pain points and negotiating data-driven solutions using platform insights is a plus.