Senior BI Analyst

Overview

We're supporting a business undergoing an operational transformation, focused on improving visibility, efficiency, and automation across their customer operations function.

Currently, operational data sits across siloed systems (including Zendesk and internal back-office tooling), making it difficult for the business to get a clear, joined-up view.

This role will focus on connecting these data sources, building reliable data models, and enabling the business to identify automation opportunities, improve forecasting, and drive operational efficiency.

The Role

You'll work closely with the Operations team (reporting into the Ops Lead) as well as Data and Product teams to:

• Integrate Zendesk and back-office systems into the wider data ecosystem
• Build and standardise clean, scalable data models using SQL and DBT
• Identify data duplication issues and implement automation improvements
• Develop reporting and dashboards (Lightdash / Looker) for operational teams
• Support stakeholders in understanding and using data to drive decisions
• Collaborate with non-technical stakeholders across Ops, Product, Data and Finance (CFO level)
• Help define "what good looks like" in terms of data visibility and operational insight

This role is initially:

• ~20% insights, reporting and stakeholder engagement
  (with potential to shift more toward reporting over time)
• Reliable, standardised data models across operational datasets
• Clear identification of operational inefficiencies and automation opportunities
• A suite of dashboards and reporting enabling better decision-making
• Improved data visibility across previously siloed systems
• Empowered stakeholders using data for forecasting and performance tracking

Required Experience

• Strong SQL and DBT experience (core requirement)
• Experience working with operational / customer support / contact centre data
• Exposure to Zendesk or similar customer support tooling
• Dashboarding experience (Lightdash, Looker or similar)
• Experience identifying automation opportunities within data workflows