Product Analyst

Key Responsibilities:

Product Analytics:

• Conduct deep-dive exploratory analyses to understand user pain points, "ah-ah" moments, and product usage insights.
• Collaborate with product teams to build reusable or ad hoc data views, influencing strategy, design, and development.
• Design, develop, and maintain dashboards and reports using SQL (CTEs, window functions, etc.) or scripting languages, offering real-time visibility into product performance.
• Track and evaluate the success of product launches and A/B experiments; monitor system and product performance post-launch.
• Conduct quality checks on analytics events and recommend enhancements to amplify product performance.
• Participate actively in agile processes, from design through implementation and deployment.

Call Center Analytics:

• Analyze performance metrics (call volumes, handle times, abandonment, NPS/CSAT, agent productivity) to uncover trends and opportunities.
• Partner with Operations, Product, and CX teams to translate call data into process and product recommendations.
• Develop dashboards and KPI frameworks to drive decisions around call routing, workforce optimization, and automation.
• Run root-cause analyses to pinpoint inefficiencies and improve customer journeys.
• Influence product roadmaps and automation initiatives with thoughtful data insights.
• Lead A/B tests and other experiments to measure outcomes in call center performance.

• 5+ years of experience in data/product analysis, including call center analytics.
• SQL expertise; comfortable with complex queries, including CTEs and window functions.
• Proficiency in BI tools like Sigma, Tableau, or Power BI; experience with DBT is a plus.
• Basic knowledge of Python and Git.
• Strong data experimentation and statistical analysis background.
• Expertise in call center platforms and KPIs; Genesys experience is a plus.
• Excellent around cross-functional collaboration (Product, Engineering, CX, Ops).
• Strong problem-solving, critical thinking, and business acumen.
• Creative, proactive, organized, and growth-minded.
• Fluent in English (written and verbal).

• Flexible working options
• Work alongside & learn from best in class talent
• Work within a company with a solid track record of success