Customer Experience Data Analyst (Fintech)

TL;DR

Customer Experience Data Analyst (Fintech): Analyzing and reporting on customer service performance metrics, identifying trends, and opportunities for improvement with an accent on translating complex data into actionable insights for senior leadership. Focus on managing data quality challenges, building dashboards, and conducting deep-dive analysis into workforce management and customer satisfaction.

Location: Cannon Street, London with flexible working hours and work-from-home opportunities.

Company

hirify.global is a leading global fintech company, established in 1974, and headquartered in London, providing online trading platforms and an educational ecosystem for financial markets.

What you will do

• Analyse and report on customer service performance metrics, identifying trends and opportunities for improvement.
• Translate complex data into compelling presentations and executive summaries for senior leadership.
• Partner with stakeholders across customer service, operations, and transformation teams to deliver analytical solutions.
• Manage data quality challenges, working with messy datasets to extract reliable insights.
• Build and maintain dashboards and regular reporting to monitor service quality and operational efficiency.
• Conduct deep-dive analysis into areas such as workforce management, quality assurance, and customer satisfaction.

Requirements

• Strong analytical skills with demonstrable experience in a data analyst role.
• Proficiency in SQL and comfort working with large datasets.
• Experience with data visualisation tools (e.g., Looker, Tableau, Power BI).
• Strong communication skills, both written and verbal, with ability to explain technical concepts to non-technical audiences.
• Excellent attention to detail and ability to work independently in a dynamic environment.
• Strong stakeholder management skills with ability to navigate competing priorities.

Nice to have

• Experience in customer service analytics or contact centre environments.
• Familiarity with BigQuery or similar cloud data platforms.
• Start-up experience or working in fast-growth environments.
• Understanding of financial services or trading platforms.

Culture & Benefits

• Competitive base salary and performance-related bonuses.
• 12% Flexible Benefits Package, pension, insurance, and medical plans.
• Flexible working hours and work-from-home opportunities.
• Career-focused technical and leadership trainings, including unlimited access to LinkedIn Learning.
• A day off on your birthday and two days’ volunteering leave per year.
• Opportunity to make a tangible impact on customer experience on high-visibility projects.