Product Analyst

We're building the measurement and automation foundation for Customer Care. You'll turn data from multiple sources into insights, dashboards, and automated workflows, reducing manual work and improving how we make decisions on customer service and complaint resolution.

This is not a case-execution role. It's about customer care measurement, lightweight data engineering, and automation.

Challenges that await you:

1. Measurement & Root Cause Analysis

Build root cause analysis models (trends, resolution times, recurrence)

Integrate multichannel customer interaction data (calls, chat, email, complaints) with resolution outcomes

Analyse SLA compliance, escalation patterns, and resolution effectiveness

2. Data Pipelines & Automation

Automate ingestion from CRM, ticketing systems, IVR/call center platforms, and regulatory reporting tools

Build ETL pipelines using SQL and Python

3. Dashboards & Reporting

Build executive and operational dashboards (Looker Studio / Tableau / Power BI)

Standardise Customer Care KPIs (CSAT, NPS, FCR, AHT, resolution rate) and translate data into clear narratives for non-technical audiences

4. AI & Process Automation

Automate case tracking, regulatory reconciliation, and agent/vendor monitoring

Build internal AI agents for automated reporting, quality assurance, and performance monitoring

What makes you a great fit:

0–3 years of experience in Customer Care, Operations, Data, or Quality Analytics — recent graduates are welcome to apply

Strong SQL — mandatory (joins, window functions, query optimisation)

Hands-on Python (pandas, APIs, ETL workflows)

Structured thinker with business sense

Basic statistics knowledge

Advanced English level

Our ways of working:

Innovative Spirit: A commitment to creativity and groundbreaking solutions.

Honest Feedback: valuing open, transparent communication.

Supportive Team: a strong, collaborative community.

Celebrating Achievements: recognizing our wins together.

High-Tech Environment: a team full of smart and revolutionary people who dare to challenge the status quo of incumbent finances.