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Business Intelligence Specialist

1 week ago

Pune, Maharashtra, India Avalara Full time
About the Role

We are seeking an experienced Business Intelligence Specialist to join our Customer Experience team. As a key member of this team, you will play a critical role in tracking, analyzing, and forecasting key performance indicators (KPIs) that enhance the customer experience.

Key Responsibilities:
  • CX Insights & KPI Tracking
    • Analyze trends and performance drivers, correlating KPI shifts with customer experience initiatives and operational changes.
    • Develop and maintain CX performance dashboards and reports, ensuring key insights are available for decision-making.
    • Forecast how future improvements will impact key CX metrics.
  • Data Analysis & Reporting
    • Partner with Program Managers to develop KPI reporting frameworks for transformational programs.
    • Collaborate with customer-facing teams to define metrics, design dashboards, and provide regular operational reporting.
    • Work closely with multiple data teams and resources across the company to create, maintain, and report on key CX metrics, ensuring alignment and consistency in data insights.
  • Strategic Business Impact
    • Develop business cases that support customer experience and operational enhancements.
    • Lead cross-functional initiatives, working closely with business leaders to identify data-driven opportunities.
    • Deliver executive-level reports and presentations that influence strategic CX decisions.

What You'll Need To Be Successful

  • 10+ years of experience in data analysis, insights generation, and reporting delivering measurable business impact.
  • Experience tracking operational performance for customer-facing support teams, such as experience on case trend analysis, support performance, and customer experience insights.