CX Data Analyst and Power BI Engineer

Sutherland is seeking a technically savvy and analytical individual to join our CX Transformation team. This role is a hybrid of a Data Engineer and a Business Intelligence Analyst. You will be the "engine" of our data operations, responsible for the day-to-day execution of insights, dashboard development, and data architecture that powers our client’s CX strategy.

As the CX Data Analyst & Power BI Engineer, you will be the execution layer of our day-to-day data operations. Your primary focus is to manage and monitor our existing reporting suite: running periodic reports to spot emerging trends and summarizing key findings into digestible insights. While the foundation is built, you will be the go-to resource for evolving our tools: updating existing dashboards as business requirements change and occasionally building new dataflows or visualizations.

Key Responsibilities

• Trend Analysis & Reporting: Manage the daily/weekly cadence of CX reports, performing deep-dives to identify operational shifts, anomalies, or opportunities.
• Dashboard Maintenance & Evolution: Serve as the primary owner for existing Power BI reports; update logic, visualizations, and data connections as business requirements evolve.
• Ad-Hoc Development: Design and build new Power BI dashboards and Dataflows when new business needs or special projects arise.
• Data Integrity & Summarization: Ensure all periodic data refreshes are successful and accurate, translating complex datasets into clear, visual summaries for the leadership team.
• Collaborative Optimization: Partner with the Insights Hub Manager to translate strategic goals into technical updates within the Power BI environment.
• Documentation: Maintain clear logs of reporting updates and data definitions to ensure consistency across the Hub.

Qualifications & Technical Skills

• Experience: 3+ years of experience in a Data Analyst, BI Developer, or Data Engineering role.
• Power BI Proficiency: Hands-on experience with Power BI Desktop and Service. You should be highly proficient in DAX and Power Query (M).
• Analytical Mindset: A knack for "finding the story" in the data and summarizing it for non-technical stakeholders.
• Communication: Ability to explain "the story behind the numbers" to internal stakeholders and client operations.

Preferred Skills

• Cloud Data Platforms: Experience working with Snowflake or similar cloud data warehouses.
• CPG Industry Knowledge: Familiarity with Consumer Packaged Goods (CPG) KPIs, such as CSAT, Net Promoter Score (NPS), or supply chain/consumer sentiment data.
• CX Experience: Background in Contact Center operations or Customer Experience design.

Core Competencies

• Reliability: You take pride in the accuracy and consistency of "the daily numbers."
• Agility: You can pivot quickly from routine reporting to building a new visualization for an urgent business request.
• Self-Directed: You are comfortable managing a recurring reporting schedule with minimal oversight.

All your information will be kept confidential according to EEO guidelines.