Customer Experience Data Analyst

PT. Sahabat Mikro Fintek; Jakarta Selatan; On-site; IDR 240,000,000 - 480,000,000; Full time

Job summary

PT Sahabat Mikro Fintek is seeking a Customer Experience Data Analyst to join our fintech team. You will collect, clean, and validate customer service data from multiple sources to uncover trends and pain points affecting CX and operations.

You will monitor core CS metrics, build dashboards, and perform root-cause analyses to translate findings into actionable improvements for cross-functional partners and stakeholders.

Qualifications

• Bachelor's degree in Statistics, Mathematics, Economics, Finance, Computer Science, Information Systems, or related fields.
• Minimum 4 years of experience in Data Analysis, Operations Analytics, Customer Service Analytics, or related roles.
• Fluent in English, both written and verbal, with the ability to communicate, present analytical findings, and collaborate effectively with English-speaking stakeholders.
• Experience in fintech, financial services, e-commerce, or other high-volume customer service environments is a plus.
• Strong proficiency in SQL, python and Microsoft Excel.
• Experience with data visualization tools such as Power BI, Tableau, Looker Studio, or similar.
• Understanding of CS metrics such as SLA, AHT, FCR, CSAT, and backlog.
• Strong analytical, problem-solving, and attention-to-detail skills.
• Able to translate data into clear and actionable insights.
• Strong communication and cross-functional collaboration skills.
• Experience with Python, BigQuery, Presto, or similar tools is a plus.
• Knowledge of customer data privacy and fintech regulations is a plus.

Responsibilities

• Collect, clean, and validate customer service data from various sources.
• Analyze customer inquiries, complaints, and interaction trends to identify recurring issues and customer pain points.
• Monitor CS performance metrics such as SLA, AHT, FCR, CSAT, response time, resolution time, and backlog.
• Develop and maintain dashboards and reports to monitor CS and customer-related performance.
• Conduct root cause analysis on customer issues and service performance trends.
• Provide data-driven insights and recommendations to improve CS processes and customer experience.
• Analyze customer segments, behavior, and issue patterns to support business decisions.
• Collaborate with CS, Product, Technology, Operations, and other teams to address customer-related issues.
• Prepare regular analysis and reports for management and relevant stakeholders.
• Ensure customer data is accurate, confidential, and handled in accordance with company policies and applicable regulations.

Skills

SQL

Python

Excel

Power BI

Tableau

Looker Studio

BigQuery

Presto

Education

Bachelor's degree in Statistics, Mathematics, Economics, Finance, Computer Science, Information Systems, or related fields

Tools

Power BI

Tableau

Looker Studio

BigQuery

Presto

Job description

The Customer Experience Data Analyst is responsible for analyzing customer service and customer interaction data to identify trends, recurring issues, service performance, and opportunities to improve customer experience and operational efficiency.

Job Description:

Collect, clean, and validate customer service data from various sources.

Analyze customer inquiries, complaints, and interaction trends to identify recurring issues and customer pain points.

Monitor CS performance metrics such as SLA, AHT, FCR, CSAT, response time, resolution time, and backlog.

Develop and maintain dashboards and reports to monitor CS and customer-related performance.

Conduct root cause analysis on customer issues and service performance trends.

Provide data-driven insights and recommendations to improve CS processes and customer experience.

Analyze customer segments, behavior, and issue patterns to support business decisions.

Collaborate with CS, Product, Technology, Operations, and other teams to address customer-related issues.

Prepare regular analysis and reports for management and relevant stakeholders.

Ensure customer data is accurate, confidential, and handled in accordance with company policies and applicable regulations.

Job Qualifications:

Bachelor's degree in Statistics, Mathematics, Economics, Finance, Computer Science, Information Systems, or related fields.

Minimum 4 years of experience in Data Analysis, Operations Analytics, Customer Service Analytics, or related roles.

Fluent in English, both written and verbal, with the ability to communicate, present analytical findings, and collaborate effectively with English-speaking stakeholders.

Experience in fintech, financial services, e-commerce, or other high-volume customer service environments is a plus.

Strong proficiency in SQL, python and Microsoft Excel.

Experience with data visualization tools such as Power BI, Tableau, Looker Studio, or similar.

Understanding of CS metrics such as SLA, AHT, FCR, CSAT, and backlog.

Strong analytical, problem-solving, and attention-to-detail skills.

Able to translate data into clear and actionable insights.

Strong communication and cross-functional collaboration skills.

Experience with Python, BigQuery, Presto, or similar tools is a plus.

Knowledge of customer data privacy and fintech regulations is a plus.

PT Sahabat Mikro Fintek or proudly we call SAMIR, is a leading Peer-to-Peer financial technology platform, licensed and monitored by the Otoritas Jasa Keuangan.

Our Vision: To be a transformative force in the fintech landscape, driving economic growth and enhancing community welfare.

Our Mission: To break down barriers and make financial access a reality for everyone, ensuring that every individual can thrive in the world of finance and improve the financial literacy for our society.

By simplifying access to financial services, we’re not just impacting lives, but also we’re creating opportunities for growth and prosperity, especially for our "Samiritans."