Reporting Analyst
DAZN is a global sports streaming platform at the forefront of innovation, bringing live sports to millions of fans around the world. As we continue to grow, so does the importance of delivering top-notch customer service. We are looking for a highly skilled Reporting Analyst to join our Customer Service team to drive data-driven insights and reporting.
Key Responsibilities
· Executive-Level Reporting: Create, manage, and deliver regular reports to senior leadership, including dashboards, presentations, and detailed insights related to customer service performance.
· KPI and Metric Tracking: Analyse and report on key CS metrics (e.g., customer satisfaction, first response time, resolution time, ticket volume, agent performance, and NPS) to identify trends, performance gaps, and opportunities for improvement.
· Ad Hoc Reporting: Respond to requests for data and reports on an ad hoc basis, working closely with the Head of Customer Service Performance to provide actionable insights and support data-driven decision-making.
· Customer Service Insights: Analyse customer interactions and behaviours to provide recommendations for improving overall customer satisfaction, operational efficiency, and service quality.
· Data Integrity & Quality Control: Ensure the accuracy and consistency of data, ensuring that reports are clear, concise, and actionable.
· Tool Expertise: Leverage tools such as Zendesk and Power BI to automate reports, create dashboards, and provide real-time access to customer service data.
· Collaboration: Work closely with cross-functional teams, including operations, customer experience, and product teams, to ensure data consistency and alignment with broader company goals.
· Continuous Improvement: Identify opportunities to improve data collection methods, reporting processes, and tools to drive efficiency and improve the quality of insights.
· KPI and Metric Tracking: Analyse and report on key CS metrics (e.g., customer satisfaction, first response time, resolution time, ticket volume, agent performance, and NPS) to identify trends, performance gaps, and opportunities for improvement.
· Ad Hoc Reporting: Respond to requests for data and reports on an ad hoc basis, working closely with the Head of Customer Service Performance to provide actionable insights and support data-driven decision-making.
· Customer Service Insights: Analyse customer interactions and behaviours to provide recommendations for improving overall customer satisfaction, operational efficiency, and service quality.
· Data Integrity & Quality Control: Ensure the accuracy and consistency of data, ensuring that reports are clear, concise, and actionable.
· Tool Expertise: Leverage tools such as Zendesk and Power BI to automate reports, create dashboards, and provide real-time access to customer service data.
· Collaboration: Work closely with cross-functional teams, including operations, customer experience, and product teams, to ensure data consistency and alignment with broader company goals.
· Continuous Improvement: Identify opportunities to improve data collection methods, reporting processes, and tools to drive efficiency and improve the quality of insights.
Skills, Knowledge & Expertise
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Experience: 5+ years of experience in customer service reporting, preferably in a high-volume, fast-paced environment.
• Customer Service Expertise: Strong understanding of customer service operations, KPIs, and industry best practices.
• Technical Skills: Proficiency in data analysis and reporting tools, including:
Zendesk for ticket management and customer service data
Power BI for building and automating reports and dashboards
Advanced Excel skills
• Analytical Mindset: Proven ability to analyze large datasets, extract insights, and provide actionable recommendations.
• Communication Skills: Strong written and verbal communication skills, with the ability to present data and insights clearly to non-technical stakeholders.
• Attention to Detail: High level of accuracy and thoroughness in reporting and analysis.
• Problem-Solving Ability: Ability to identify performance issues and suggest data-driven solutions.
• Ad Hoc Flexibility: Comfort in managing ad hoc requests and rapidly changing priorities.
• Collaboration: Experience working in a cross-functional environment, aligning with stakeholders across departments.
Preferred Qualifications:- Experience with other customer service platforms and analytics tools.
- Familiarity with sports streaming or subscription-based business models.
- Experience in a global, multicultural company.
About DAZN
At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.
As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.
DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:
Agility and creativity fuel growth and innovation, to Make It Happen.
Prioritising what matters drives progress and positive outcomes, Focusing On Impact.
Collective ambition builds optimism and success, in order to Win As One.
At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.
Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.
If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
We look forward to hearing from you.
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