Data & Insights Analyst

Job description

Job Purpose You will act as a key driver of digital transformation in customer service operations by unlocking the power of data and converting raw information into actionable insights. You will define and execute analytics and BI strategies, build scalable dashboards, monitor KPIs, and identify opportunities for process optimization and innovation. You will collaborate with cross-functional teams to promote a data-driven culture and deliver solutions that improve customer experience, operational efficiency, and ROI. Responsibilities: - Defining and executing the customer service analytics and BI strategy aligned with the digital transformation roadmap - Championing a data-driven culture across LSCM CoE and customer service teams - Translating complex data into actionable insights that improve customer experience, operational efficiency, and ROI - Supporting strategic initiatives by identifying trends, risks, and opportunities through advanced data analysis - Leading the adoption and optimization of BI tools such as Power BI and SAP Analytics Cloud - Managing data sourcing, aggregation, and integration from systems including SAP SD/MM, CRM, and ticketing platforms - Driving automat...