Agoda is hiring a

Customer Experience Data Analyst

Khwaeng Lumphini, Thailand

Overview:

This role is responsible for performing data analyses and reporting within the Reporting team of the Customer Experience Group (CEG) of Agoda for internal clients and stakeholders, in order to improve operations and customer experience for Agoda’s customers in Agoda’s vibrant multilingual customer experience group. The data analyst will be working closely with Operations, IT, team leaders and managers from different locations and different department within Agoda to generate accurate reports and analysis for management. You will be involved to Various CEG projects by preparing data, analyzing data and providing practical solutions and options, actionable insights and meaningful conclusions.

 

 

Main Responsibilities

Your responsibilities are including but not limited to the following:

  • Prepare data and perform analyses using statistical and data analysis techniques
  • Provide problems and analysis results with valuable insights for management
  • Identify, analyze, and interpret trends or patterns in complex and large data sets
  • Propose actionable solutions and options to solve problems
  • Ensure quality and data integrity in reports provided to management and other internal users of CEG
  • Prepare daily/weekly/monthly and adhoc reports and distribute them to CEG Management
  • Maintain and update current reports and develop reports automation
  • Design and create data reports and reporting tools to help management in their decision making,
  • Assesses new data reporting requirements, identifies areas for improvement, and evaluates impact of business changes on reporting processes and applications
  • Adheres to standards, policies and procedures of CEG
  • Communicates and co-ordinates on a regular basis with various internal teams

 

Qualifications

  • Bachelor’s Degree in Statistics, Math or Engineering
  • Minimum 2 years of experience as data analyst
  • Expertise using MS Office especially MS Excel as analytical tool (able to make a pivot table, familiar with advanced formulas such as vlookup and sumifs …, able to write and read VBA code,)
  • Proficient knowledge of SQL and Relational Database: able to write, execute and interpret queries for data mining
  • Able to get actionable insights from large data sets: able to crunch a dataset with 10k rows
  • Experienced in statistics: able to use confidence intervals or linear regression
  • Strong is visualizing data: able to present analysis with appropriate charts
  • Expertise using MS Office especially PowerPoint as presentation tool in order to present efficiently results and conclusions
  • Analytical and fact-based mindset, data driven
  • Rigorous, able to cross-check results before presenting and keep common sense
  • High level of accuracy and attention to detail
  • Self-motivated person with “Get it done!” attitude
  • Eager to learn and improve him/herself
  • Proactive, practical and solution oriented
  • Ability to adapt in a fast pace environment
  • Capable to meet deadlines, to work under pressure and with changing priorities
  • Ability to teamwork as well as work independently
  • Ability to multi-tasks and work with minimal supervision
  • Ability to respect and ensure strict confidentiality of all data
  • Excellent written and spoken communication in English – additional language is a plus



Good to have

  • Experience with dashboard software like Tableau
  • Experience with working in a call center or contact center is a plus
  • Experience with Avaya products: Avaya Aura Contact Center (AACC), Avaya Contact Center Manager (ACCM), Work Force Management (WFM)
  • Understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels



What we offer

  • Be part of an exciting data-driven team
  • Opportunity to propose ideas to improve CEG operations based on data and have an impact on the customer experience
  • Possibility for continuous learning and development through corporate learning programs
  • Young and dynamic multinational team

 

RECRUITMENT AGENCIES PLEASE NOTE, we have a strict PSL in place and we will only accept applications from agencies/business partners that have been invited to work on this role through the Greenhouse portal. 

 

Candidate CV's not submitted through our Greenhouse portal or submitted directly through to managers or HR will be considered unsolicited and will be treated as gifts and no fee will be payable. 

 

We thank you for your cooperation in this matter.