Sr CXi Analyst

Sr CXi Analyst

Location: San Salvador, El Salvador

Location Type: Onsite

Date Posted: Oct 5, 2026

Req ID: 14335

Description

• CX Data Analyst - Reporting Visualisation

• Location: El Salvador

• Department: Customer Experience

• Reports To: Director, CX Shared Services

• Role Overview

• The CX Data Analyst will develop and maintain high-quality dashboards and reports that surface intent-level and service-level insights across the Money Transfer segment.

• This role leverages data from various sources including ticketing, telephony, AI platforms and core systems to analyse trends, contact drivers, and customer/agent experiences, with an explicit focus on offline processes and the metrics that comprise contact rate.

Key Responsibilities

• Power BI Development & Data Modelling

• Create, maintain, and optimise descriptive and diagnostic Power BI dashboards and visualisations, applying robust semantic models, DAX measures, and governed datasets.

• Engineer star schemas and subject-area marts (tickets, calls, transactions) that enable intent/service-level analysis and scalable refresh performance.

• Core CX Metrics & Insights

• Define and maintain metric frameworks for Contact Rate, FCR, AHT, CSAT, Containment, abandonment, reopen, and resolution SLAs, segmented by intent, channel, tier, region, and product.

• Build intent-detection and tagging logic (e.g., Zendesk tags, contact reasons) to attribute journeys end‑to‑end and identify pain points, drop‑offs, and automation opportunities.

• Data Engineering Collaboration & Governance

• Work closely with data engineers/DBAs to provision high‑volume Zendesk and supporting channel datasets in a warehouse, move complex logic out of Power BI, and establish sandbox testing for safe iteration.

• Implement refresh schedules, data quality rules, change controls, and documentation that align with BI platform capacity and reliability expectations.

• Executive Reporting (Weekly & Quarterly)

• Support the development and refinement of concise weekly executive scorecards and quarterly deep‑dive capabilities that highlight contact rate, employee performance, deltas vs. targets, risks/opportunities, and recommended actions; deliver via Power BI apps and exportable briefings.

• Partner with leadership to prioritise initiatives based on insight (e.g., self‑service adoption, process improvements), and track outcomes over time.

• Advanced Analysis & Decision Support

• Use statistical tools and exploratory data analysis to detect trends/patterns and produce actionable recommendations that improve customer and agent experiences.

• Partner with supporting systems such as Zendesk, telephony, messaging, and AI administrators to ensure CX insights drive omnichannel service design and operational decisions.

• Qualifications & Skills

• Education: Bachelor’s degree in data/computer science, statistics, or related field.

• Experience: Hands-on Power BI development (models, DAX, performance tuning) with large, multi-source CX datasets eg. Zendesk, channel data such as voice, chats, social media, Appstore’s, transactional etc.

Technical Skills:

• Strong SQL; data modelling (star schemas); ELT collaboration; gateway/refresh management; dataset governance.

• Statistical analysis and visualisation best practices; ability to convert business requirements into metric definitions and insight stories.

• Soft Skills: Clear communication, structured storytelling for executives, analytical rigor, problem‑solving, and stakeholder management.

• Measures of Success

• Operational BI Excellence

• Report accuracy, reliability and timeliness; reduction in refresh failures/capacity incidents; adherence to governance.

• Query/model performance (e.g., dataset size optimization, visual load times) and SLA compliance for weekly/quarterly deliverables.

• Insight Quality & Adoption

• Coverage and accuracy of intent/service‑level tagging; uplift in executive and operational usage (views / number of users).

• Number of insights leading to measurable improvements in CSAT, FCR, AHT, containment, and abandonment.

• Business Impact

• Documented outcomes from recommended actions (e.g., self‑service adoption, process changes), with before/after metric movement.

• Stakeholder satisfaction with weekly scorecards and quarterly deep‑dives (survey/feedback).

• Tools & Data Sources

• Primary: Power BI, SQL, Zendesk datasets, channel datasets (eg. Voice, chats, social etc), trading platform data (warehouse‑provisioned where feasible).

• Supporting: BI apps/workspaces for executive distribution; governed semantic models and DAX libraries.

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