Officer, Customer Insights & Data Operations
About the role
The Officer, Customer Insights & Data Operations at Coats is responsible for delivering high quality service to assigned customers by managing queries, order processing, and issue resolution. The role involves analyzing customer data to generate insights, identifying risks and opportunities, conducting root cause analysis, developing customer health indicators, and supporting segmentation initiatives. Additional responsibilities include designing dashboards, ensuring data integrity, supporting ERP and CRM data quality, and collaborating with cross-functional teams. The ideal candidate will have a relevant bachelor's degree and 1-2 years of experience in analytics or process improvement, with strong skills in Excel, dashboard development, and experience with ERP systems.
Must have
- Bachelor's Degree in Data Analytics, Statistics, Business Analytics, Information Systems, Data Science, Engineering, Mathematics, Commerce, or a related field.
- 1-2 years of experience in Data Analytics, Business Intelligence, Commercial Analytics, Customer Service Analytics, or Process Improvement.
- Experience working with ERP systems (SAP preferred).
- Experience in dashboard development and reporting.
- Advanced proficiency in Microsoft Excel.
- Hands-on experience with Power BI and/or Tableau.
- Understanding of statistical analysis, data visualization, CRM, and ERP systems.
- Exposure to process improvement methodologies and AI tools.
- Strong analytical thinking, problem-solving, and business acumen.
- Customer-centric mindset with effective communication and presentation skills.
Nice to have
- Knowledge of SQL is preferred.
Technologies
- CRM
- Data Analytics
- Data Science
- Data Visualization
- ERP
- Excel
- Power BI
- Predictive Analytics
- SAP
- SQL
- Statistics
- Tableau
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