Business Data Analyst - Retention and Loyalty

Track Record: Minimum 4-5 years of experience in business analytical departments. Experience in the Insurance sector will be valued, but profiles from Banking, Retail, Telco, or Utilities with a strong focus on retention are accepted.

Technical and Knowledge Profile

• Operational Knowledge: Deep understanding of business processes and the customer lifecycle.
• Contact Center Platforms: Experience in exploiting data and metrics from Call Center tools. Specific knowledge in Genesys Cloud as a source of voice and interaction data will be highly valued.
• Google Cloud & SQL: Expert mastery of SQL and handling large volumes of data in BigQuery.
• Data Visualization: Solid experience in Looker for the creation of business dashboards. Knowledge in Strategy will be valued.
• AI and LLM: Ability to work with language models and unstructured data analysis.

Competency Profile

• Versatile Communication: Ability to speak the "technical language" with IT and the "results language" with business executives.
• Results Orientation: Absolute focus on the improvement of retention KPIs.
• Autonomy and Proactivity: Ability to identify problems and propose solutions without the need for constant supervision. Required academic training

Education: Degree in Business Administration, Economics, Statistics, Data Analysis, or similar.

As a Business Data Analyst, you will be the analytical engine helping to drive the retention and loyalty strategy. Your role is unique: you must possess the technical depth to understand the data and the strategic vision to understand the business. You will be responsible for leading the identification of behavioral patterns through the Google Cloud (BigQuery) ecosystem and AI, transforming data into solutions that directly reduce the churn rate.

Business Analysis and Operations.

• Operational Mastery: Deeply understand business operations to ensure that the analyses performed align with the reality of the client and the company.
• Churn Pattern Detection: Analyze the customer lifecycle to detect warning signs before a cancellation or non-payment occurs.
• Management of Actionable Insights: Transform complex data into information that business managers can execute immediately.
• Database Extraction and Segmentation: Generate accurate databases for the launch of retention campaigns, ensuring the correct exclusion of profiles and the personalization of offers.
• Preparation of ad-hoc reports: for the Retention and Loyalty Area, guaranteeing consistency and covering their specific needs.

• Key Interlocutor: Act as a permanent link between the Retention and Loyalty team and the IT/Data team, as well as with the rest of the Business units (Sales, Product).
• End-to-End Platform Vision: Although IT manages the technical export between platforms (e.g., from our current solution, Genesys Cloud, or other equivalent Contact Center platforms, towards Google Cloud), the analyst must know both to optimize data usage.
• Quality and Consistency: Work with IT to ensure that information sources are truthful and that the defined metrics respond to real business needs.
• Prompt Engineering: Design complex prompts to extract value, improving customer understanding.
  Experience and Education.