Senior Platform Product Analyst
On-siteMaya, Central Visayas, Philippines
Job Summary
Analyze product, chatbot, and support data across all channels to identify root causes of customer issues and build metrics frameworks anchored to CSAT and operational efficiency. Define contact reason taxonomies, track repeat contact patterns, and measure initiative success to drive prioritization and cost attribution models for product teams. Translate findings into data-backed business cases that segment issues by optimal resolution channels, enabling self-service improvements and chatbot enhancements. Collaborate with product managers, data science, and the Customer Service Group to surface recurring support issues with full context and influence product quality decisions.
Required Qualifications
- At least 5 years of experience in product analytics, business analysis, or operations analytics, ideally in customer support, customer experience, or operationally intensive domains
- Strong SQL and data visualization skills; experience building dashboards and working with BI tools (Tableau, Looker, Power BI, or similar)
- Demonstrated ability to turn analytical findings into business cases and prioritized recommendations that drive product or operational decisions
- Strong communication and presentation skills, to make complex data accessible and compelling to both technical and non-technical audiences
- Experience working with and influencing cross-functional teams including product managers, engineers, and operations teams
- Fluent in English
Desired Qualifications
- Experience in FinTech, financial services, or payments is a strong advantage
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