Data Analytics & Data Engineering Analyst

Introduction

We are seeking a highly motivated and technically skilled Data Analytics & Engineering Analyst to join our growing Analytics function. This role is designed for individuals who possess strong analytical capabilities and a passion for transforming data into actionable business insights while developing advanced data engineering skills.

The successful candidate will initially focus on delivering analytics, reporting, visualization, statistical analysis, and business insights while simultaneously gaining exposure to modern data engineering practices including data pipelines, cloud data platforms, Snowflake, SQL development, and analytics engineering.

This position offers an excellent career pathway into Data Engineering, Analytics Engineering, Data Science, and Leadership roles within the organization.

Duties & Responsibilities

Key Responsibilities

Data Analytics & Business Intelligence

• Develop and maintain interactive dashboards using Power BI and Tableau

• Analyze large and complex datasets to identify trends, patterns, operational risks, and business opportunities

• Produce executive-level reporting and presentations for operational and senior leadership teams

• Perform exploratory data analysis, root cause investigations, and trend analysis

• Conduct statistical analysis using Python or R

• Build predictive models and analytical solutions to support business decision-making

• Translate complex findings into clear business recommendations

• Partner with operational stakeholders to solve business problems using data

Contact Centre Analytics

• Analyze customer experience metrics including:

• NPS

• CSAT

• OSAT

• Complaints

• First Contact Resolution

• Sales Conversion

• Quality Scores

• Schedule Adherence

• Productivity Metrics

• Support operational performance reviews through insight generation

• Develop analytical frameworks to identify drivers of customer satisfaction and dissatisfaction

• Support workforce planning, operational excellence, and continuous improvement initiatives

Data Engineering & Analytics Engineering Exposure

• Support development and maintenance of data pipelines and ETL/ELT processes

• Assist in loading, transforming, and validating datasets within Snowflake

• Develop reusable SQL transformations and data models

• Work with engineering teams to create analytics-ready datasets

• Contribute to data quality checks, validation frameworks, and automated reporting solutions

• Gain hands-on experience with cloud-based analytics platforms

• Support implementation of data governance, metadata, and documentation standards

Stakeholder Engagement

• Collaborate with Operations, Quality, Training, Continuous Improvement, WFM, and Client teams

• Gather and translate business requirements into analytical solutions

• Deliver insight-led presentations and recommendations to leadership teams

• Support strategic transformation programmes through data-driven decision making

Required Skills & Qualifications

Education

• Bachelor's degree in:

• Data Science

• Statistics

• Computer Science

• Mathematics

• Engineering

• Analytics

• Or related quantitative discipline

Technical Skills

Analytics & Visualization

• Strong knowledge of Power BI

• Experience with Tableau or similar visualization tools

• Advanced Microsoft Excel skills including:

• Power Query

• Pivot Tables

• Advanced Formulae

• Data Modelling

• VBA (preferred)

Programming

• Experience in Python or R

• Knowledge of:

• Data manipulation

• Statistical analysis

• Predictive analytics

• Machine learning fundamentals

Database & Data Engineering

• Strong SQL skills

• Hands-on experience with Snowflake

• Understanding of:

• ETL/ELT concepts

• Data Warehousing

• Dimensional Modelling

• Data Lakes

• Cloud Platforms

Presentation & Communication

• Advanced Microsoft PowerPoint skills

• Ability to create executive-level presentations

• Strong storytelling and data visualization capabilities

• Ability to communicate technical concepts to business audiences

Preferred Skills

Candidates with exposure to any of the following will be highly regarded:

• dbt (Data Build Tool)

• Azure Data Factory

• Airflow

• AWS Glue

• Databricks

• Azure Synapse

• Git & CI/CD

• Machine Learning

• Cloud Platforms (Azure, AWS, GCP)

• Snowflake SnowPro Certification

• Statistical modelling techniques

• Text Analytics and NLP

• Contact Centre Analytics

• Telecom, Utilities, Financial Services, or Customer Operations experience

Desired Experience & Qualification

Experience Required

Essential

• 3-5 years of experience in Data Analytics, Business Intelligence, or Management Information roles

• Experience developing dashboards and analytical solutions

• Strong stakeholder management experience

• Experience working with large operational datasets

Preferred

• Experience in contact center environments

• Experience supporting operational performance functions

• Experience working with Snowflake or cloud data platforms

• Exposure to data engineering concepts and practices

Key Competencies

• Analytical Thinking

• Problem Solving

• Data Storytelling

• Commercial Awareness

• Continuous Improvement Mindset

• Attention to Detail

• Stakeholder Management

• Curiosity and Innovation

• Learning Agility

• Business Partnering