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Product Analyst

hace 2 semanas

Caracas, Distrito Federal, Venezuela Lendbuzz A tiempo completo
The Role:

Key Responsibilities:

Product Analytics:

  • Conduct deep-dive exploratory analyses to understand user pain points, "ah-ah" moments, and product usage insights.
  • Collaborate with product teams to build reusable or ad hoc data views, influencing strategy, design, and development.
  • Design, develop, and maintain dashboards and reports using SQL (CTEs, window functions, etc.) or scripting languages, offering real-time visibility into product performance.
  • Track and evaluate the success of product launches and A/B experiments; monitor system and product performance post-launch.
  • Conduct quality checks on analytics events and recommend enhancements to amplify product performance.
  • Participate actively in agile processes, from design through implementation and deployment.

Call Center Analytics:

  • Analyze performance metrics (call volumes, handle times, abandonment, NPS/CSAT, agent productivity) to uncover trends and opportunities.
  • Partner with Operations, Product, and CX teams to translate call data into process and product recommendations.
  • Develop dashboards and KPI frameworks to drive decisions around call routing, workforce optimization, and automation.
  • Run root-cause analyses to pinpoint inefficiencies and improve customer journeys.
  • Influence product roadmaps and automation initiatives with thoughtful data insights.
  • Lead A/B tests and other experiments to measure outcomes in call center performance.
Ideal Profile:
  • 5+ years of experience in data/product analysis, including call center analytics.
  • SQL expertise; comfortable with complex queries, including CTEs and window functions.
  • Proficiency in BI tools like Sigma, Tableau, or Power BI; experience with DBT is a plus.
  • Basic knowledge of Python and Git.
  • Strong data experimentation and statistical analysis background.
  • Expertise in call center platforms and KPIs; Genesys experience is a plus.
  • Excellent around cross-functional collaboration (Product, Engineering, CX, Ops).
  • Strong problem-solving, critical thinking, and business acumen.
  • Creative, proactive, organized, and growth-minded.
  • Fluent in English (written and verbal).
What's on Offer?
  • Flexible working options
  • Work alongside & learn from best in class talent
  • Work within a company with a solid track record of success