Senior Analyst in Customer Experience Management

Home Credit Bank Almaty, offline

Responsibilities: • Develop, optimize, and maintain data marts for comprehensive CX analysis, service quality monitoring, and AI solution (bot) efficiency monitoring; • Design and implement database structures (tables, views, procedures) in the corporate Data Warehouse (DWH); • Create, automate, and develop interactive dashboards in Power BI for key metrics (NPS, CSAT, quality monitoring, employee KPI calculation, etc.); • Conduct data analysis from various sources (including speech analytics) to identify hidden patterns, trends, and bottlenecks in the customer journey; • Formulate practical business recommendations based on data and present them to management.

Candidate Profile: • Experience in data analytics, understanding of business processes, speech analytics, and/or customer service; • Proficient in writing complex queries (multi-table JOINs, subqueries, analytical functions), creating views and stored procedures, optimizing existing code; • Expert knowledge of Power BI for reporting: DAX (writing complex measures and calculations) and Power Query (M) for cleaning, transforming, and combining data from heterogeneous sources; • Understanding of DWH architecture and customer experience analysis methodologies (NPS, CSI, CES, etc.); • Analytical thinking and the ability to independently manage a task from data extraction to presenting recommendations to the business.

If interested, please send your resume to recruiter contact