Data Analyst

Relevant to the Customer Experience team, the Data Analyst acts as a key lever for improvement and transformation of all customer experience-related operations.

This is a role of operational improvement and efficiency.

Job expectations: Not only to analyze, propose, and push applicable and measurable solutions.

Central objective of the role: to eliminate as much manual work as possible in Customer Experience operations.

Main Responsibilities

• Actively support Customer Experience teams in their daily challenges
• Propose concrete solutions to operational issues
• Automate currently manual tasks
• Ensure complete, reliable, and structured visibility of processes and tools
• Understand in-depth the field operations
• Durably improve the overall functioning of Customer Experience
• Build new tools for managers' visibility

Problem Resolution & Operational Support

• Understand in-depth the challenges of Customer Experience (delays, errors, inefficiencies, silos, visibility, lack of tools)
• Identify irritants, time-wasters, and error risks
• Recommend concrete improvements:
• Simplification
• Standardization
• Automation
• Analyze issues and propose concrete solutions
• Act as a strategic partner of operations

Process Automation

• Identify all manual tasks across all processes
• Design and implement solutions to:
• Automate reporting, statistics, etc.
• Reduce or eliminate manual manipulations
• Collaborate with multiple departments to integrate durable solutions

Visibility & Dashboards

• Develop and maintain dashboards (Power BI)
• Provide clear, accessible, and real-time visibility of operations
• Standardize KPIs for all activities
• Implement durable data management practices
• Ensure the reliability and consistency of information

Desired Profile

• Strong analytical and problem-solving skills
• Ability to quickly transform an operational challenge into a concrete solution
• Good understanding of operations (strong asset)
• Ability to influence and collaborate with multiple teams
• SQL programming (asset)

Personal Qualities

• Curiosity and constant desire to learn
• Critical thinking (ability to question ways of doing things)
• Proactivity (identify opportunities without waiting for a request)
• Solution-oriented and continuous improvement
• Ability to go to the root of problems
• Rigor and attention to detail

EXFO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.