BI Analyst – Customer Experience

About the role

We are seeking a results‑driven Business Intelligence Analyst to join Daraz’s Customer Experience (CXP) team in Pakistan. The position provides deep business and technical exposure while allowing you to directly impact customer metrics, operational efficiency and cost optimisation.

Key responsibilities

• Analyse CXP data to uncover trends, patterns and actionable insights that improve processes and customer satisfaction.
• Develop and maintain dashboards, reports and visualisations that track key performance indicators across customer touchpoints.
• Collaborate with cross‑functional teams to translate business requirements into data‑driven solutions.
• Support customer journey mapping, root‑cause analysis and issue resolution to enhance service quality and turnaround time.
• Assist with A/B testing, customer segmentation and targeted analysis to optimise decision‑making.
• Validate data sources, resolve discrepancies and ensure data accuracy, consistency and integrity.
• Prioritise and deliver ad‑hoc analysis requests from business stakeholders in a timely manner.
• Continuously explore new tools, methodologies and best practices to improve analysis efficiency.

Required profile

• Bachelor’s degree in a STEM discipline from a reputable institution.
• 1–2 years of experience in an analytical or data‑driven role with hands‑on SQL.
• Strong organisational skills and the ability to manage multiple projects independently.
• Detail‑oriented with a proactive, problem‑solving attitude.

Required skills

• SQL
• Microsoft Excel
• Python (nice to have)
• Tableau or Power BI