Hybrid (onsite 3x/week)
The Business Intelligence Analyst transforms operational and customer data into clear insights and dashboards. This role supports our Virtual Network Operations Center (VNOC) and Customer Experience teams by defining metrics and enabling data-driven decisions, and the analyst will play a key role in identifying trends that impact service reliability and customer retention (Churn), helping the business act proactively
Key Responsibilities and Duties:
The Business Intelligence Analyst transforms operational and customer data into clear insights and dashboards. This role supports our Virtual Network Operations Center (VNOC) and Customer Experience teams by defining metrics and enabling data-driven decisions, and the analyst will play a key role in identifying trends that impact service reliability and customer retention (Churn), helping the business act proactively
Key Responsibilities and Duties:
- Dashboard Development: Design and maintain interactive dashboards that allow operational teams to visualize device health and service trends efficiently.
- Metric Definition: Collaborate with stakeholders to define and track key performance indicators (KPIs) for service reliability and support case volume.
- Data Integrity: Perform regular data validation to ensure reports used for decision-making are accurate and reliable.
- Churn Analysis: Analyze customer usage patterns and support trends to help the company understand why customers stay or leave.
- Sentiment Trends: Use existing analytics tools to create reports on customer sentiment from surveys and interactions, highlighting areas for improvement.
- Ad-hoc Analysis: Support cross-functional teams with data requests to investigate specific incidents or customer health questions.
- Bachelor’s degree in business analytics, Data Science, or a related field.
- 3+ years of experience in analytics, business intelligence, or network operations analysis.
- BI Tools: Proficiency in at least one visualization tool (e.g., Power BI, Tableau, Looker).
- SQL: Solid skills in writing SQL queries to extract and organize data.
- Excel: Strong knowledge (Pivot Tables, Advanced Formulas).
- Problem-Solving: Ability to dig into data to find the root cause of an anomaly.
- Communication: Skill in translating numbers into clear summaries for non-technical stakeholders
- Collaboration: Willingness to work closely with operations and engineering teams.
- Familiarity with Lovable for building internal tools or AI-assisted data workflows
- Experience in telematics, IoT, or SaaS environments
- Familiarity with concepts like Churn, NPS, or Customer Health