CX Data Specialist

1 month ago

Chennai, India Logitech Full time

Description

Position at Logitech

About Customer Experience:

The Customer Experienceteam at Logitech exists to orchestrate experiences and deliver customer service that builds relationships, prompts loyalty, and delivers growth to Logitech. We strive to deliver world-class CX with speed, accuracy, and quality of responses and to be an extension to each of our Brands while deploying strategy that allows us to scale with agility. We advocate for the customer and the company. We do this through equality, environmental sustainability, empathy, expectation-setting, effortless experiences, engaging relationships, and eliminating errors. We are looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customers’ needs and expectations

Job Summary:

The CX Data Specialist is responsible for supporting the Customer Experience team by building and maintaining dashboards using Tableau to visualize and analyze CX-related data from multiple data sets. This role involves collaborating with various data departments and business process outsourcing (BPO) partners to ensure accurate and consistent data visualization that meets the organization's business needs.

Job Responsibilities:

Work collaboratively with the business intelligence team to gather requirements and build Tableau dashboards for CX-related data visualization. 

Collaborate with multiple data departments and BPOs to ensure data consistency and accuracy in the visualization of CX-related data sets.

Assist in the development and maintenance of data collection methodologies and processes to ensure the availability of relevant and reliable data for visualization.

Support in data analysis to identify trends, patterns, and insights that support operational decision-making and process improvements through Tableau dashboards.

Create and maintain comprehensive data documentation, including data dictionaries, standard operating procedures, and quality assurance protocols.

Collaborate with cross-functional teams to define key performance indicators (KPIs) and develop dashboards and reports to track performance and monitor operational metrics.

Conduct regular data audits to identify data discrepancies, resolve data integrity issues, and implement measures to enhance data quality.

Stay updated on industry best practices and emerging trends in data analysis and business intelligence, and propose innovative solutions to optimize data-driven decision-making processes.

Provide training and support to the operations team in data interpretation, analysis, and reporting tools.

Collaborate with stakeholders to understand business requirements and translate them into actionable data analysis and reporting deliverables.

Knowledge and Skills:

For consideration, you must bring the following minimum skills and behaviors to our team:

Strong proficiency in data analysis, data management, and data visualization tools and technologies.

Experience in managing and manipulating large datasets, performing data cleansing and validation, and ensuring data accuracy and integrity.

Understanding of data modeling concepts and data warehousing to support Tableau dashboard development.

Strong analytical and problem-solving skills, with the ability to derive insights from complex datasets and present findings in a clear and concise manner.

Excellent communication and presentation skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders.

Proven experience in leading and managing a team, including providing guidance, setting performance goals, and fostering a collaborative work environment.

Strong organizational and project management skills, with the ability to handle multiple tasks and priorities in a fast-paced environment.

Familiarity with customer experience (CX) metrics, customer feedback analysis, and customer journey mapping is a plus.

Bachelor's degree in a technical field such as Data Science, Computer Science, Statistics, or a related field. Advanced degree is a plus.

In addition, preferable skills and behaviors include:

Creative approach to enhance customer experiences

Independent and creative thinker

High energy & enthusiasm with the desire to have fun and laugh while getting the job done

Strong bias for action; ability to juggle multiple priorities and effectively deliver in a fast-paced, dynamic environment

Qualifications:

Minimum of 1-3 years of experience in data visualization, business intelligence, or a related field.

Proven experience in managing and analyzing large datasets, preferably in a customer service or operations environment.

Experience in partnering with data departments and BPOs to ensure data consistency and accuracy.

Knowledge of business process outsourcing (BPO) operations and familiarity with operational metrics and performance indicators.

Strong proficiency in data analysis and visualization tools such as Tableau, Power BI, or similar tools.

Experience in data modeling, data warehousing, and ETL processes.

Strong Knowledge of and experience with databases (SQL,Snowflake ,

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