Data Analyst

Data Analyst

VACANCY –  (DATA) ANALYST

JOB SUMMARY:

We are looking for suitable candidates who are interested in the position of Churn (Data) Analyst, within our Customer Experience Department. This role is responsible for measuring and analysing trends of our current Subscribers with the goal of making recommendations and improvements to processes leading to an improved customer experience.

Key Responsibilities & Duties:

• Responsible for daily, weekly and monthly reporting on overall departmental metrics, and variances to budget.
• Validate and interpret information on scorecards and reports.
• Understand and identify the key drivers behind Subscriber cancellations and identify which customers have the highest propensity to be disconnected and thereby predict which customers are likely to churn next. (Churn refers to the loss of subscribers due to cancellation and disconnection).
• Support & maintain forecasting models for delinquencies, suspensions and cancellations.
• Contribute to the development of improved processes by means of statistical analyses and appropriate recommendations.
• Data mining & analysis of root cause of problems.
• Translate business requirements into technical specifications to facilitate building of end user reports in the BI software tool.
• Use best practices to determine impact to front line employees and to investigate and propose solutions that reduce churn.
• Make recommendations for loyalty initiatives in order to keep and reward longstanding customers.
• Effectively communicate and present results and recommendations to key stakeholders.
• Recommend solutions and identify improvement opportunities in processes, procedures and agent-customer interactions.
• Analyse data, draw conclusions based on findings and clearly summarize results to demonstrate key trends.

Experience and Requirements:

• Bachelor’s degree in Applied Mathematics/Statistics/Computer Science and 2-5 years’ experience in a similar role or equivalent combination of education and work experience.
• Strong problem solving and analytical skills – ability to reason logically, recognize assumptions, and ability to quantify impacts on the organization.
• Strategic thinking and presentation capacity.
• Must have experience in Query and BI Tools i.e. Cognos, SQL, Crystal Reports and OLAP Cubes.
• Understanding of macros & office automation.
• Knowledge of statistical methods, including correlation, regression modelling and significance testing.
• Advanced proficiency in Microsoft Excel.
• Ability to perform with accuracy in a fast-paced deadline oriented environment.
• Ability to understand / speak Spanish will be an asset.