Data Analyst
Job Summary
Job Description
As a Data Analyst, your primary role will be to guide the Analytics Team in developing effective data analytics strategies and data products like automated dashboards and simulation tools. You will provide meaningful insights to the Service Excellence team, collaborating closely with Operations, Center of Excellence, and Strategy teams. Your responsibilities include identifying and addressing critical issues to align deliverables with team priorities, driving business impact globally. Key tasks involve developing new data collection and analysis processes, analyzing customer behavior and business performance, and presenting findings to stakeholders. You will also create dashboards and reports to track key performance indicators (KPIs) and adjust reporting logic as needed, ensuring data accuracy and consistency across platforms while collaborating with business teams for data-driven strategies.
Must have:
- Minimum 2 years of experience in data models and reporting packages
- Expert proficiency in SQL
- Experience with dashboarding tools
- Understanding of statistical methods
- Strong business acumen
- Ability to translate complex data into actionable insights
- Strong verbal and written communication skills
- Analytical mindset with problem-solving skills
Good to have:
- Experience with Tableau, Looker, Metabase, Power BI, Google Data Studio, Salesforce, Quick BI, BigQuery, MaxCompute, Excel, Google Sheets, or similar tools
- Knowledge of key metrics (e.g., customer satisfaction, ticket resolution time)
- Comfortable collaborating with stakeholders
13 skills required
Job Details
About the Role
Strap on your helmet and climb on board if you're ready to take on the role of Data Analyst. Your main objectives will be to drive the Analytics Team to develop strategies for effective data analytics, data products (automated dashboards, alerts, simulations tools), as well as give meaningful insights to the Service Excellence team. The Operations, Center of Excellence, and Strategy team under Service Excellence will be your closest companions during this ride. You will have ample opportunity to identify and address critical issues to align our deliverables according to the Team’s priorities, getting us even closer to our ultimate goal of creating a groundbreaking business impact at a global scale.
What You Will Do
- Develop and implement new data collection and analysis processes.
- Analyze customer behavior, trends, and overall business performance.
- Provide insights and recommendations based on data analysis and present findings to stakeholders.
- Create dashboards and reports to help the business team track key performance indicators (KPIs).Adjust reporting logic to align with process flow changes.
- Collaborate with the business team and other stakeholders to provide data-driven strategies and insights.
- Ensure data accuracy and consistency across platforms.
What You Will Need
- Minimum 2 years of experience in data models and reporting packages
- Expert proficiency in SQL and experience with dashboarding tools (e.g. Tableau, Looker, Metabase, Power BI, Google Data Studio, Salesforce, Quick BI, BigQuery, MaxCompute, Excel, Google Sheet, or similar tools).
- Understanding of statistical methods, forecasting, and business impact measurement.
- Strong business acumen, including knowledge of key metrics (e.g., customer satisfaction, ticket resolution time) and ability to identify trends and bottlenecks.
- Ability to translate complex data into clear, actionable insights.
- Strong verbal and written communication skills.
- Comfortable collaborating with stakeholders, including business teams and product managers.
- Analytical mindset with strong problem-solving skills and keen attention to detail.
About the Team
The Care Insight & Analytics team is part of the Center of Excellence (CoE) within the Service Excellence department. Our primary role is to deliver reports and insights that help us understand customer behavior, address their needs, and enhance agent workflows.
Currently, we are working on several projects, including automation and chatbot initiatives, aimed at improving the self-service experience for a faster and more seamless customer journey.
As part of the broader Service Excellence team, we share the responsibility of ensuring a great experience for customers, drivers, and merchants. We rely on data and analytics to drive decisions, working closely with Service Excellence stream managers, the Process Improvement team, and the Tech team to continuously enhance our services.
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About The Company
GoTo is the largest technology group in Indonesia, combining on-demand and financial services through the Gojek and GoTo Financial brands. It is the first platform in Southeast Asia to host these two essential use cases in one ecosystem, capturing a majority of Indonesian consumer household expenditure.
GoTo’s mission is to “Empower Progress” by offering an unparalleled selection of goods and services through a comprehensive merchant and partner network and promoting financial inclusion through its leading payments and financial services business.
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