Senior Data Analyst (CX Analytics)

Description

Job Summary: We are seeking a Data Analyst to transform customer experience, operations, and product data into clear, actionable insights—enhancing the customer journey and supporting strategic decision-making. Key Highlights: 1. Transform complex analyses into clear, visual narratives 2. Structure, process, and integrate data from diverse sources and systems 3. Develop and evolve operational and experience metrics Paytrack is a market-leading provider of corporate travel, payment, and expense management solutions. We serve over 1,000 large corporate clients. Our mission is to simplify corporate expense management—making it as intuitive and efficient as personal experiences—while accommodating the complexity required by large enterprises. Working in CX is an outstanding opportunity to contribute directly to company results and carve out your professional space, while simultaneously expanding your expertise. Here, you are a vital component of our strategy and growth! We are a company of innovative, creative, and diverse people—so we warmly welcome you and your uniqueness. You will create and transform experience, operations, and product data into clear, reliable, and actionable insights—supporting both strategic and tactical decisions that enhance the customer journey. You will act as the analytical bridge between CX, Product, Customer Success, Operations, and Business—translating data into accessible narratives that foster alignment, prioritization, and tangible impact on outcomes. **Your day-to-day responsibilities will include:** * Transforming complex analyses into clear, visual narratives (data storytelling) to support CX, Product, and Business prioritization. * Structuring, processing, and integrating data from diverse sources and systems (e.g., Zendesk, Jira, CRM, digital channels, and product usage data), ensuring an integrated view of the customer journey. * Ensuring data quality, standardization, and reliability for use in analyses, metrics, and decision-making. * Developing, monitoring, and evolving operational and experience metrics—including total journey SLA, TMT per area, contact rate, cost-to-serve, omnichannel efficiency, NPS, CSAT, and CES. * Creating and maintaining analytical dashboards and reports to support performance, behavior, and friction analysis across teams, customers, and channels. * Conducting exploratory and root-cause analyses to identify bottlenecks, operational failures, and opportunities to improve customer experience. * Supporting ongoing experience research (qualitative and quantitative), connecting survey data, behavioral data, and journey data to generate actionable insights. * Serving as the data reference for CX—collaborating with Product, Engineering, Operations, and Business—to strengthen a data-driven culture and end-to-end journey visibility. **✔️ What you need to have/know/be:** * Prior experience as a Data Analyst or in similar analytical roles. * Hands-on experience structuring, processing, and analyzing data from multiple sources. * Experience with BI and data visualization tools (Power BI, Tableau, Looker, or similar). * Proficiency in SQL and Python for data manipulation, structuring, and analysis. * Experience with operational metrics, performance analysis, and journey interpretation. * Strong analytical ability, organizational skills, and attention to data quality. * Excellent communication skills to translate data into clear insights for non-technical audiences.