Position Summary:

We are seeking a highly analytical and solutions-driven Consultant – Global Customer Care Analytics to join our dynamic global team. This role is ideal for a professional with extensive experience in business data analysis, who can leverage data insights to drive customer satisfaction, process efficiency, and operational excellence. The ideal candidate will bring deep technical expertise in BI tools, a passion for innovation, and a collaborative approach to problem-solving in a global environment.

Reports to: Senior Manager – Global Customer Care

Key Responsibilities:

Design and deliver interactive dashboards and reporting solutions using Power BI, providing actionable insights for global customer care operations.Partner with global stakeholders to gather, translate, and analyze business requirements, transforming them into effective technical BI solutions.Utilize advanced DAX calculations and data modeling techniques to uncover trends, monitor performance, and support strategic decision-making.Collaborate with cross-functional teams to identify and optimize customer care processes, reducing manual workloads and improving service levels.Implement data governance practices, including row-level security, to ensure compliance with data protection policies (e.g., GDPR).Lead or support the automation of customer care reporting and analytics, including migration and transformation of data from various systems.Contribute to the development and maintenance of self-service BI platforms, empowering business users to access and interpret data independently.Support and train end-users, promoting BI adoption and data literacy within the customer care team.Monitor and report on key customer care performance metrics, including response time, resolution rate, and customer satisfaction scores (CSAT).Take charge of the implementation of recommended solutions, ensuring projects stay on track, meet established milestones, and remain within budget constraints.

Qualification:

Bachelor’s degree in computer engineering, Data Science, or a related field.8-9 years of experience in business data analysis, with proven expertise in customer operations or service analytics.Advanced knowledge of Power BI, SQL, DAX, and Excel (including VBA).Familiarity with Azure Data Services, Microsoft Fabrics, Power Automate, and data warehousing concepts.Demonstrated ability to lead data visualization initiatives and build scalable BI architectures.Strong communication and stakeholder engagement skills in a global, cross-functional setting.Prior experience in supply chain, or customer service analytics preferred.

Preferred Certifications:

Microsoft Certified Power BI Data Analyst Associate (PL-300) or equivalent.

Physical Demands: Flexible to work in any shift and 5 days working from Office

Travel Requirements:  <10% (if required)

Why Join Us?

Be a part of a global, data-centric organization that values innovation and continuous improvement.Work in a collaborative and inclusive environment where your insights directly impact customer experience.Grow your career with access to cutting-edge tools and diverse projects in customer analytics.

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