CVM Data Analyst

Liberty Latin America; San Juan (PR); Sur place; USD 65 000 - 95 000; Plein temps

Résumé du poste

Liberty Puerto Rico is seeking a CVM Data Analyst to translate business strategy into data-driven insights that boost revenue and improve customer experience. The role emphasizes SQL and programming (Python/R), advanced analytics, and communicating findings to technical and non-technical stakeholders.

You will explore customer behavior, support lifecycle optimization, and collaborate with cross-functional teams to deliver high-impact capabilities in a fast-paced, data-driven environment.

Qualifications

• Bachelor's degree in a related field; Master’s preferred.
• 2-5 years in strategy roles, product management, and customer value optimization.
• Fully bilingual.
• Strong SQL skills with ability to extract, manipulate, and analyze large datasets.
• Experience with Python and/or R for data analysis.
• Experience with BI and visualization tools (Power BI, Tableau).

Responsabilités

• Provide prompt resolution of customer inquiries and record information as needed.
• Offer additional services and products to existing customers. Maintain knowledge of products, pricing plans, promotions, and service features.
• Sell additional fixed and mobile services to existing customers.
• Retain customers by attempting to prevent disconnections or downgrades and escalate if necessary.
• Attract potential customers by answering product questions and suggesting other products.
• Open customer accounts by recording account information.
• Clarify complaints and determine solutions to ensure resolution and satisfaction.
• Provide accurate information to customers about order status and product knowledge.
• Collaborate with store management on daily operations and product launches to cross-sell complete solutions.
• Exceed or maintain minimum sales standards while ensuring exceptional customer experience with Liberty products.

Connaissances

SQL

Python

R

Data analysis

Communication

Problem solving

Business acumen

Bilingual

Statistics

Formation

Bachelor's degree in Business Administration, Economics, Statistics, Computer Science, Data Science, or a related field

Master's degree preferred

Outils

Power BI

Tableau

Description du poste

What's the role?

As a CVM (Customer Value Management) Data Analyst, you will serve as the analytical engine of the CVM organization, translating business strategy into data-driven insights that drive revenue growth, improve customer experience, and optimize lifecycle management. This role is responsible for leveraging advanced analytics to understand customer behavior, identify value creation opportunities, prioritize high-impact initiatives, and measure the business impact of CVM strategies across the customer base. The ideal candidate combines strong SQL and programming capabilities, analytical rigor, and business acumen, with the ability to communicate insights effectively to both technical and non-technical stakeholders.

How can you add value?

• Provide prompt resolution of customer inquiry by providing appropriate billing, service, programming, technical or maintenance information. Record information as needed or required.
• Offer additional services and products to existing customers. Maintain strong knowledge of all products, accessories, pricing plans, promotions, and service features.
• Sell additional fixed and mobile services to existing customers.
• Retain and make all reasonable efforts to retain customers who have requested disconnection or downgrade of services. Escalate to a supervisor, leader, or manager any case that was unsuccessful in retaining.
• Attract potential customers by answering product and service questions, suggesting information about other products and services.
• Open customer accounts by recording account information.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.
• Provide timely and accurate information to incoming customer order status and product knowledge requests.
• Partner with store management team to understand and be involved in the daily operations of the retail store, including assisting with merchandising and product launches to keep growing products and service knowledge to thoroughly recommend complete solutions to customers.
• Exceed, improve, or maintain minimum sales standards or objectives as required, ensuring that customers are provided with extraordinary experience with Liberty products and services.
• Demonstrate courtesy and patience in customer relations.
• Inform customers about automatic payment options such as: Direct Debit, IVR Automatic Payment, Web Payment, Payment through a call center representative over the phone.
• May perform follow-up on installation/service quality, greet walk-in customers.
• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
• Other functions may be assigned.

How can you add value?

Education and/or Experience:

Bachelor's degree in Business Administration, Economics, Statistics, Computer Science, Data Science, or a related field (Master's preferred).

2-5 years of progressive in strategy roles, product management, and customer value optimization.

Other Qualifications:

• Fully bilingual.
• Strong SQL skills with proven ability to extract, manipulate, and analyze large datasets.
• Experience with programming languages such as Python and/or R for data analysis (preferred).
• Solid analytical and problem-solving skills, with ability to translate data into insights and business recommendations.
• Experience working with BI and visualization tools (e.g., Power BI, Tableau).
• Experience with predictive modeling (e.g., churn, propensity models) is desirable but not required.
• Familiarity with statistical analysis and experimentation concepts (e.g., A/B testing) is a plus.
• Strong communication skills, with the ability to present insights to both technical and non-technical audiences.
• Business acumen, with the ability to connect analysis to commercial outcomes.
• Ability to work in a fast-paced, data-driven environment and manage multiple priorities.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to be a successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.