About this role
Overview Supports business objectives by analyzing data and developing reporting, KPIs, and dashboards to improve customer experience. Helps drive strategy by identifying insights from customer data and performance metrics. Responsibilities Develop and maintain reporting, dashboards, and KPIs to measure customer service performance. Partner with Customer Care and Sales teams to design and improve business systems and processes. Analyze data from multiple touchpoints to identify trends, issues, and improvement opportunities. Provide actionable insights to enhance customer experience metrics (e.g., NPS, CSAT, CES). Support customer experience initiatives and ensure alignment across functions. Develop customer communications aligned with service processes and requirements. Qualifications Bachelor’s degree in computer science, marketing, business, or related field (or equivalent experience). 3–5 years of experience working as a business partner or in a similar analytical role. Proficiency in Microsoft Office (Excel, Word, Outlook, SharePoint). Preferred bilingual (English/Spanish). Strong analytical, problem‑solving, data interpretation, and communication skills. Knowledge of data analysis, reporting tools, systems integration, and business applications.