About the Role

In the APAC Analytics & Insights team, we collaborate with Community Operations managers across the region to enhance the customer experience. The analyst plays a critical role in generating insights from customer support data—pinpointing key concerns, identifying gaps in existing processes, and empowering stakeholders to make data-backed decisions that improve customer experience and deliver business value through a smoother, more effective support journey.

Your Impact in Role:

1. Translate business problems into analytical solutions by writing efficient SQL queries to extract and analyse relevant data.
2. Conduct root-cause analysis to uncover drivers of customer support interactions and identify gaps across processes, products, or operations.
3. Identify opportunities to enhance the customer experience and provide stakeholders with data-driven insights to drive long-term improvements.
4. Build and maintain dashboards to monitor KPIs, surface trends, and highlight anomalies requiring stakeholder attention.
5. Deliver actionable insights through clear, compelling storytelling that supports strategic decision-making.
6. Foster a collaborative team culture and mentor peers by sharing knowledge

The Experience You'll Bring:

1. Strong business acumen and the ability to translate business questions into analytical solutions
2. Expertise in data querying and manipulation using SQL
3. Proficiency in Python for data analysis and automation tasks
4. Experience with data visualization and dashboard creation using Looker studio and Tableau
5. Strong skills in G-Suite tools
6. Proven experience in stakeholder management and presenting insights
7. Excellent communication skills and a flair for data-driven storytelling
8. Self-starter with a proactive approach to identifying opportunities for improvement

Preferred Qualifications:

1. Background in Statistics or strong understanding of statistical methods
2. Experience in A/B testing or Experimentation setups
3. Advanced proficiency in Python with a strong ability to debug and resolve errors in fast-paced environments.