CX Data Analyst
Multitude · Gurgaon-Haryana Office ·
- Category
- Data analytics
- Experience
- 3+ years
Multitude · Gurgaon-Haryana Office ·
Build and maintain Power BI dashboards and Excel reports to track customer operations and collections KPIs, analyse trends, and recommend improvements for a fintech company.
About the Role
We are looking for a highly analytical and detail-oriented Data Analyst to join our Customer Experience & Collections (CUX) team. This role plays a critical part in supporting business decisions through data-driven insights, operational reporting, and performance analysis across Customer Operations and Collections.
The ideal candidate has strong analytical capabilities, excellent Power BI and Excel skills, and experience working with large datasets to build dashboards, identify trends, and drive operational improvements. You will work closely with stakeholders across Operations, Strategy, Product, and Leadership to ensure accurate reporting and actionable insights that improve customer outcomes and business performance.
Key Responsibilities
Own and maintain business-critical reports and dashboards for Customer Operations and Collections.
Design, develop, and optimise interactive Power BI dashboards for operational and strategic reporting.
Analyse operational performance, customer behaviour, collections effectiveness, and key business KPIs.
Produce recurring daily, weekly, and monthly performance reports with a high level of accuracy.
Identify trends, risks, and opportunities through data analysis and provide actionable recommendations.
Support business initiatives, process improvements, and strategic projects through data-driven analysis.
Work closely with business stakeholders to understand reporting requirements and translate them into analytical solutions.
Ensure data quality, consistency, and governance across reports and dashboards.
Required Skills & Experience
3–4 years of experience as a Business Analyst, Data Analyst, Reporting Analyst, or a similar analytical role.
Experience in Financial Services, FinTech, Banking, Customer Operations, or Collections is preferred.
Experience working with operational KPIs, performance reporting, and business analysis.
Technical Skills
Advanced proficiency in Power BI, including data modelling, DAX, Power Query, and dashboard development.
Advanced Microsoft Excel skills, including Pivot Tables, Power Query, advanced formulas, and dashboard creation.
Strong SQL skills for querying and analyzing data (preferred).
Understanding of relational databases and data warehousing concepts.
Experience working with large datasets from multiple sources.
Analytical & Soft Skills
Strong analytical thinking and problem-solving abilities.
Ability to interpret complex data and present insights in a clear and meaningful way.
Excellent communication and stakeholder management skills.
Strong attention to detail and commitment to data accuracy.
Ability to manage multiple priorities in a fast-paced environment.
Self-motivated, proactive, and able to work independently as well as collaboratively.
Preferred Qualifications
Bachelor's degree in Business, Engineering, Mathematics, Statistics, Economics, Computer Science, or a related field.
Experience with Collections, Customer Operations, Customer Experience, or Contact Centre analytics.
Knowledge of KPI frameworks, operational reporting, and performance measurement.
Experience in data visualisation best practices and storytelling through data.
Perform root cause analysis on operational issues and recommend improvements.
Create and maintain documentation for reports, metrics, business logic, and analytical processes.
Collaborate with cross-functional teams including Operations, Product, Finance, Technology, and Risk.
Identify opportunities to automate reporting and improve reporting efficiency.
We offer:
A Truly Global Workplace – collaborate with 40+ nationalities across 25+ countries, embracing diversity, inclusion, and cross-cultural innovation
Hybrid & Flexible Work – balance your life and career with remote-friendly policies and modern offices across Europe
A Culture of Growth – accelerate your development with access to LinkedIn Learning, structured mentorship, and internal leadership programmes (HiPo & People Leader tracks)
Workation Programme – work remotely from abroad for up to 2 months per year and experience new cultures while staying connected and productive
Financial Growth Opportunities – invest in your future with our share purchase matching programme, doubling your contributions and fostering long-term rewards
Medical Coverage – group medical insurance covering hospitalisation and essential care
Accident Protection – personal accident insurance for peace of mind
We may use artificial intelligence (AI) tools to support specific parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses against predefined criteria. These tools assist our recruitment team but do not replace human judgment. All final hiring decisions are made by human recruiters.
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