Lead Data Analyst - Data Operations

Grade Level (for internal use): 08 The Role: Lead Data Analyst - Data Operations The Team : As a member of the Content Customer Success Team, this role focuses on providing timely and effective support to our customers, contributing to our Net Promoter Score (NPS). Your primary responsibility will be to assist in addressing customer inquiries related to our data collection and curation methodologies, ensuring we meet our core objectives of accuracy and timeliness. This position also offers opportunities to participate in projects aimed at enhancing client satisfaction and overall experience. The Impact : If you are passionate about customer service and have a keen interest in improving customer satisfaction, we want you on our team! In alignment with our data strategy, you will support the consolidation of customer query processes into a unified framework. This role provides a valuable opportunity to gain insights into Fundamentals, helping you contribute to outstanding service delivery. What’s in it for you : This position is an excellent opportunity to develop your understanding of client dynamics. You will collaborate with the Client Support team, Data Management/Operations, and Product Management. Additionally, you will work alongside leaders and colleagues to achieve meaningful results. This role also allows you to explore data analysis and gain exposure to automation and emerging technologies. Responsibilities : Assist in maintaining Key Performance Indicators (KPIs) for client queries, ensuring turnaround times (TAT) are met and quality responses are provided. Embrace a 'client-first' strategy in every interaction, understanding that our success hinges on their satisfaction. Acquire and retain a basic understanding of product features, functionality, and updates to effectively address client inquiries. Contribute to fostering a LEAN mindset and integrating automation into processes. Help reduce wait times and hand-offs, promoting cross-training and optimizing capacity utilization. Collaborate with team members to address day-to-day challenges related to data queries and resolutions. Work closely with the Operations and Data Management group to assist in resolving customer inquiries. Contribute to achieving individual and team targets with a focus on quality. Stay informed about guidelines and policies to ensure compliance. Participate in data extraction processes and assist in trend analysis. Communicate effectively with management and team members regarding work progress and challenges. Collaborate with other teams to support organizational goals and promote a diverse work environment. Engage in knowledge sharing and support process improvement initiatives. Ability to train newcomers into the CCS team on the dataset and process. What We’re Looking For : Strong written and verbal communication skills. Dataset knowledge on General Fundamentals Basic understanding in Product knowledge. Basic understanding of LEAN principles. A client-centric mindset focused on delivering quality service. Proficient in Microsoft Excel and familiarity with SQL queries is a plus. Well-versed in secondary research and possess an analytical mindset. Familiarity with data visualization tools such as Power BI or Tableau is advantageous. Ability to prioritize tasks, multitask effectively, and demonstrate time management skills. Comfortable interacting with various levels of staff and addressing issues professionally. Willingness to work in rotational shifts, including night shifts, and flexible hours. Preferred Qualifications : Bachelor's degree in business management or a related field preferred. Minimum of 2+ years' experience as Grade 7 Previous experience in client support or customer service is a plus. Proficiency in Microsoft Office Suite; experience with CRM systems is advantageous. Problem-solving mindset with a focus on customer satisfaction. Eagerness to learn and adapt to new challenges. What’s In It For You? Our