Customer & Operations Analyst

About the role

The Customer & Operations Analyst uses data and automation to enhance customer experience and operational performance. The role combines analytics, business analysis, user testing and workflow automation across internal processes and third‑party providers.

Key responsibilities

• Analyze customer, operational and vendor data to spot trends, root causes and improvement opportunities, and monitor KPIs such as TNPS, satisfaction, complaints and service levels.
• Gather, document and validate requirements for initiatives, create user stories and acceptance criteria, design low‑code automations (Power Automate, Power BI) and lead UAT and post‑implementation reviews.

Required profile

• Approximately 5 years of experience in data/operations analytics, business analysis or customer‑experience improvement.
• Bachelor’s degree in business, data science, analytics, statistics or a related field; relevant certifications are a plus.

Required skills

• Strong analytical skills with proficiency in Excel and Power BI.
• Experience with low‑code automation tools such as Power Automate; knowledge of SQL is advantageous.