Data Analyst (Live Chat Channel Analytics)

Location: Remote

Minimum Experience Level: 3 to 5 years

We are seeking a Data Analyst for the Live Chat channel to generate actionable insights from customer

interactions and operational data.

This role combines hands-on data analysis technical implementation and business insight generation.

You will work with large-scale data in Databricks (SQL / Python) build Tableau dashboards and translate

data into recommendations that influence product and channel decisions.

Embedded in a cross-functional product team and analytics squad you will help understand customer

behavior identify improvement opportunities and support data-driven decisions across the channel. The

role sits at the intersection of analytics customer experience and digital product development.

We are looking for a candidate who is both technically strong and business-oriented able to work directly

with data while linking insights to channel strategy and commercial outcomes.

Requirements:

35 years of experience in Data Analytics preferably in digital or customer-facing environments

Strong hands-on expertise in SQL Python Databricks

Proven experience building dashboards in Tableau

Ability to work with large complex datasets across multiple sources

Strong analytical thinking with the ability to translate data into actionable insights

Solid understanding of product analytics and customer journeys

Strong communication skills across technical and non-technical stakeholders

Hands-on proactive mindset with ownership of end-to-end analytical tasks

Preferred

Key Responsibilities:

Analyze live chat performance using SQL and/or Python (Databricks) across structured metrics and

conversational datasets

Identify trends customer pain points and behavioral patterns and translate them into actionable

insights

Write advanced queries and data transformations to process large-scale multi-source datasets

Perform data preparation exploratory analysis and reporting automation

Design build and maintain Tableau dashboards to track live chat KPIs and enable self-serve insights

Integrate conversational operational and customer data to create a holistic view of channel

performance

Ensure data quality consistency and alignment of KPIs across datasets and teams

Communicate findings effectively to stakeholders translating analysis into clear business narratives

and recommendations

Support OKR tracking by aligning metrics with product and business goals

Collaborate closely with product teams data engineers and data scientists within the analytics squad

to drive data-informed decisions and improvements