Data Analyst – Operations & Customer Experience

About the role

This position is based in Portugal and focuses on driving operational excellence through data‑driven insights. You will work across Operations, Customer Experience, and Quality teams to turn complex datasets into actionable recommendations that improve both customer outcomes and business performance.

Key responsibilities

• Design, build, and maintain scalable dashboards and reporting solutions using Looker and Google BigQuery.
• Analyze key metrics such as customer satisfaction, NPS, contact rates, agent performance, and operational efficiency to uncover trends and improvement opportunities.
• Conduct deep‑dive analyses to identify root causes of performance changes and translate findings into clear business recommendations.
• Develop data‑driven business cases, quantifying impact, ROI, and operational improvements.
• Create automation scripts and analytical tools that streamline workflows and boost team productivity.
• Partner with Data Engineering to ensure data quality, governance, and consistent metric definitions.
• Present complex technical analysis in simple narratives for non‑technical stakeholders.

Required profile

• 3+ years of experience in data analytics, preferably supporting Operations, Customer Experience, or Quality functions.
• Advanced SQL skills with the ability to write complex, optimized queries in Google BigQuery.
• Proven experience building user‑friendly dashboards and data models using Looker; LookML knowledge is a strong plus.
• Strong analytical mindset with a track record of turning data into strategic recommendations.
• Excellent communication skills, able to explain insights clearly to global, non‑technical audiences.

Required skills

• Looker
• LookML
• Google BigQuery
• SQL