CX Data Analyst

Multitude Bank p.l.c.; Gurugram District; On-site; INR 700,000 - 1,000,000; Full time

Benefits offered by this job

Hybrid & Flexible Work

Global Workplace

Growth & Mentorship

Workation Programme

Medical Coverage

Accident Protection

Job summary

Multitude Bank p.l.c. is seeking a highly analytical Data Analyst to join the Customer Experience & Collections (CUX) team.

You will support business decisions with data-driven insights, operational reporting, and performance analysis across Customer Operations and Collections. You will build and optimize Power BI dashboards, work with large datasets, and collaborate with stakeholders across Operations, Strategy, Product, and Leadership to deliver accurate reporting and actionable insights that

Qualifications

• 3–4 years of experience in Business/Data/Reporting analytics roles.
• Experience in Financial Services, FinTech, Banking, or Collections is preferred.
• Strong proficiency in Power BI, Excel, and SQL is desirable.

Responsibilities

• Own and maintain reports and dashboards for Customer Operations and Collections.
• Design and optimise Power BI dashboards for operational and strategic reporting.
• Analyse performance, customer behaviour, collections effectiveness, and KPIs.
• Produce recurring daily/weekly/monthly performance reports with high accuracy.
• Identify trends, risks and opportunities and provide actionable recommendations.
• Collaborate with stakeholders to translate reporting requirements into analytics.

Skills

Analytical thinking

Attention to detail

Problem-solving

Stakeholder management

Education

Bachelor's degree in Business/Engineering/Math/Stats/CS

Tools

Power BI

Excel

SQL

Data warehousing

Job description

About the Role

We are looking for a highly analytical and detail-oriented Data Analyst to join our Customer Experience & Collections (CUX) team. This role plays a critical part in supporting business decisions through data-driven insights, operational reporting, and performance analysis across Customer Operations and Collections. The ideal candidate has strong analytical capabilities, excellent Power BI and Excel skills, and experience working with large datasets to build dashboards, identify trends, and drive operational improvements. You will work closely with stakeholders across Operations, Strategy, Product, and Leadership to ensure accurate reporting and actionable insights that improve customer outcomes and business performance.

Key Responsibilities

• Own and maintain business-critical reports and dashboards for Customer Operations and Collections.
• Design, develop, and optimise interactive Power BI dashboards for operational and strategic reporting.
• Analyse operational performance, customer behaviour, collections effectiveness, and key business KPIs.
• Produce recurring daily, weekly, and monthly performance reports with a high level of accuracy.
• Identify trends, risks, and opportunities through data analysis and provide actionable recommendations.
• Support business initiatives, process improvements, and strategic projects through data-driven analysis.
• Work closely with business stakeholders to understand reporting requirements and translate them into analytical solutions.
• Ensure data quality, consistency, and governance across reports and dashboards.

Required Skills & Experience

• 3–4 years of experience as a Business Analyst, Data Analyst, Reporting Analyst, or a similar analytical role.
• Experience in Financial Services, FinTech, Banking, Customer Operations, or Collections is preferred.
• Experience working with operational KPIs, performance reporting, and business analysis.
• Advanced proficiency in Power BI, including data modelling, DAX, Power Query, and dashboard development.
• Advanced Microsoft Excel skills, including Pivot Tables, Power Query, advanced formulas, and dashboard creation.
• Strong SQL skills for querying and analyzing data (preferred).
• Understanding of relational databases and data warehousing concepts.
• Experience working with large datasets from multiple sources.
• Strong analytical thinking and problem-solving abilities.
• Ability to interpret complex data and present insights in a clear and meaningful way.
• Excellent communication and stakeholder management skills.
• Strong attention to detail and commitment to data accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Self-motivated, proactive, and able to work independently as well as collaboratively.

Preferred Qualifications

• Bachelor's degree in Business, Engineering, Mathematics, Statistics, Economics, Computer Science, or a related field.
• Experience with Collections, Customer Operations, Customer Experience, or Contact Centre analytics.
• Knowledge of KPI frameworks, operational reporting, and performance measurement.
• Experience in data visualisation best practices and storytelling through data.
• Perform root cause analysis on operational issues and recommend improvements.
• Create and maintain documentation for reports, metrics, business logic, and analytical processes.
• Collaborate with cross-functional teams including Operations, Product, Finance, Technology, and Risk.
• Identify opportunities to automate reporting and improve reporting efficiency.

We offer:

• A Truly Global Workplace – collaborate with 40+ nationalities across 25+ countries, embracing diversity, inclusion, and cross-cultural innovation
• Hybrid & Flexible Work – balance your life and career with remote-friendly policies and modern offices across Europe
• A Culture of Growth – accelerate your development with access to LinkedIn Learning, structured mentorship, and internal leadership programmes (HiPo & People Leader tracks)
• Workation Programme – work remotely from abroad for up to 2 months per year and experience new cultures while staying connected and productive
• Financial Growth Opportunities – invest in your future with our share purchase matching programme, doubling your contributions and fostering long-term rewards
• Medical Coverage – group medical insurance covering hospitalisation and essential care
• Accident Protection – personal accident insurance for peace of mind

We may use artificial intelligence (AI) tools to support specific parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses against predefined criteria. These tools assist our recruitment team but do not replace human judgment. All final hiring decisions are made by human recruiters. By proceeding to apply for a job with us, you confirm that you have read and accepted our Recruitment Privacy Policy

At Multitude, we’re more than just a European FinTech company listed on the Frankfurt Stock Exchange – we’re a global team shaping the future of finance. With 700+ professionals based in over 20 locations, we combine diverse perspectives and expertise to deliver digital lending and online banking solutions that empower consumers, SMEs, and FinTechs worldwide. Through our Growth Platform, we operate three dynamic business units: Ferratum – seamless mobile banking for consumers CapitalBox – flexible financing solutions for SMEs Multitude Bank – tailored support for non-bank lenders and FinTechs In 2025, we generated €256.9 million in revenue and €26.6 million in net profit, reflecting our strong performance, continued innovation, and commitment to delivering sustainable growth. But what truly sets us apart is our culture. At Multitude, our people are our greatest asset. We foster a dynamic, inclusive, and supportive environment where talent thrives, ideas are valued, and growth is encouraged – both personally and professionally. If you’re ready to make an impact and grow your career in a company that’s redefining financial services, your journey starts here at Multitude.