CDAA Jobs
About the Role
As a BI Analyst, you will provide data analysis support to Client Management and related service teams (Customer Service, KYC, KYB, Compliance/Risk). The role focuses on transforming customer service and service operations into trustworthy KPIs, reusable dashboards, and actionable insights, helping teams continuously improve efficiency, quality, stability, and client experience while meeting compliance requirements. You will collaborate across systems and teams to deliver analytical outputs that support management decision-making and drive operational improvements.
Key Responsibilities
Service Operations Analysis: Understand customer service operations and workflows (receipt, triage, handling, escalation, cross-team handoffs) and translate key activities into measurable, trackable analytical perspectives to support management decisions.
KPI & Reporting Systems (Self-Service): Build and maintain core KPI frameworks and dashboards/reports to enable consistent, stable performance tracking across service, onboarding, and verification workflows, ensuring clarity, consistency, and reusability.
Performance Evaluation & Insights: Support service performance evaluation, identify key drivers of efficiency and quality, pinpoint bottlenecks, and propose process optimization and resource allocation recommendations.
Compliance-Oriented Analysis: Incorporate compliance/risk constraints (e.g., identity verification requirements) into analysis and recommendations, enhancing service experience while maintaining compliance. Support internal reviews and ad-hoc management requests.
Incentive & Performance Analysis: Support evaluation of performance and incentive mechanisms from a data perspective, focusing on their impact on service outcomes and team behavior, and identifying misalignment with business goals.
Communication & Cross-Team Collaboration: Work closely with Customer Service, KYC/KYB, Operations, Compliance/Risk, and other teams to present conclusions in a clear, actionable manner, promoting the application of data in management and operations.
Data Reliability & Quality Awareness: Collaborate with data/engineering teams when necessary to improve data availability, definition consistency, and quality, ensuring key reports are trusted and sustainable for management use.
Qualifications
Bachelor's degree or above, with strong structured thinking and data analysis capabilities.
2+ years of experience in data analysis, operations analysis, business operations, or customer service preferred.
Ability to structure business problems, develop analytical approaches, and deliver clear, actionable conclusions.
Strong communication and collaboration skills, able to work effectively with non-data teams and drive consensus.
Detail-oriented, responsible, and able to deliver reliably under compliance requirements.
Nice to Have
Experience in fintech, payments, internet platforms, or crypto CEX.
Exposure to compliance, risk, KYC/KYB, onboarding, or service quality management.
Experience building dashboards/reports or conducting service operations analysis to support management decisions, process optimization, or resource planning.
Value Proposition
Enhance transparency and controllability of customer service and client management operations through unified KPIs and reliable reports.
Support management in making robust decisions balancing efficiency, quality, stability, and resource allocation.
Drive continuous improvement and efficiency gains in service operations while ensuring compliance and service experience.
Integrate data into daily management, creating a sustainable improvement loop.