Senior Data Analyst at Moniepoint Inc.

• Customer Success is one of the largest and fastest growing Departments in Moniepoint with over 700 FTE to support significant business growth.
• However there is a lack of data to understand why customers contact Moniepoint and how we can help improve the overall customer experience and drive self service.
• In addition we lack any forecast models for incoming demand, workforce management/ demand planning to optimise scheduling of resources across various channels, and adherence management.
• There is also only rudimental Customer Service Dashboards which are not used consistently across the Operation.

Responsibilities

As a Senior Data Analyst within our Customer Success Team, you would:

• Analyse customer service data to identify trends, gaps and improvement opportunities
• Use data/ analysis to help develop understanding of failure demand, and develop with stakeholders options to help improve overall customer experience and promote customer self service.
• Create from scratch & then update Workforce Management/ Resource planning including demand forecast across all channels and optimal resource scheduling and adherence management
• Build, maintain and evolve dashboards and reports in collaboration with the relevant stakeholders suitable for an Executive audience as well as Operations teams.
• Liaise with a Data Engineer to define data warehouse structure/requirements

Requirements

Minimum:

• At least 6 years of relevant experience as a Data Analyst/ Senior Data Analyst or similar roles, with a focus on customer success
• Experience in developing from scratch similar failure demand/ Workforce Management/ Resource planning/ Dashboards in another Customer Success organisation ideally Fintech/ Banking
• Advanced proficiency with SQL
• Proficiency with a spreadsheet tool (Microsoft Excel or Google Sheets, or any other alternative)
• Proficiency with a BI tool (PowerBI, Looker, Tableau, Superset, Redash, or any other alternative)
• Excellent problem solving skills

Relevant experience with the following would be an advantage:

• Python or any other scripting language
• Git or any other version control tool
• Forensic audit / Zendesk