Lead Analyst at Sun King (Formerly Greenlight Planet)

About the Role

The DI team is seeking a Lead Analyst with expertise in Behavioural Science, analytics, and storytelling to play a pivotal role in transforming data into actionable business insights. The successful candidate will deeply understand business challenges, leverage Customer/Agent behavioural analytics techniques, and effectively communicate complex analyses to both technical and non-technical stakeholders. This role requires a strong ability to bridge the gap between Agent and customer Behaviour, operational initiatives, and technology.

What you would be expected to do:

• Conduct in-depth qualitative and quantitative research to understand customer and agent behaviors, motivations, and pain points.
• Leverage surveys, focus groups, and sentiment analysis tools to assess customer feedback and agent morale.
• Map customer and agent interactions across touchpoints to identify friction areas and optimize engagement strategies.
• Assess competitor strategies to uncover opportunities for improving customer satisfaction and agent performance.
• Design and execute A/B tests, behavioral experiments, and case studies to evaluate the impact of process improvements.
• Define and measure key behavioral performance indicators (KPIs) for customer satisfaction, agent efficiency, and service quality.
• Apply regression analysis, and statistical modeling to predict customer churn and agent productivity trends.
• Expertise in data visualization tools like Tableau, Looker, or Power BI to create compelling, actionable insights.
• Support loyalty programs, retention strategies, and service enhancements based on behavioral insights.
• Collaborate with senior leaders to identify strategic opportunities and guide data-driven decision-making.
• Lead projects to completion which will involve managing efforts across the team and mentoring junior team members and reviewing their work.

You might be a strong candidate if you have:

• A bachelor’s or master’s degree in Economics, Social Sciences, Public Policy, Psychology, Business Analytics, or a related field with a deep understanding of behavioral patterns.
• 5+ years of experience in business intelligence, strategic analysis, or behavioral analytics, with a track record of using data-driven insights to improve customer and agent experiences.
• Proficiency in SQL and Python for data extraction,modeling, and predictive analytics.
• Strong understanding of customer behavior, agent performance analytics, and market research techniques to solve real-world business challenges.
• Experience with Tableau, Looker, or Power BI to create compelling dashboards and data-driven narratives for diverse stakeholders.
• Strong academic behavioral science background.
• Ability to translate research findings into business strategies, working closely with leadership, marketing, and operations teams to enhance customer and agent engagement.