Intelligence Coordinator

Description

Job Summary: The Intelligence Coordinator leads the transformation of complex data into actionable strategic intelligence, elevating business insights and ensuring operational excellence. Key Highlights: 1. Lead data-driven innovation and transformation projects 2. Coordinate the integration, cleaning, and structuring of information 3. Conduct advanced analytics to identify patterns and opportunities The Role The Intelligence Coordinator is responsible for leading and coordinating the transformation of complex data from multiple customer service channels into actionable strategic intelligence. Their mission is to elevate the level of business insights and ensure operational excellence through centralization, standardization, and intelligent analysis of databases related to consumer experience, while also driving innovation projects and end\-to\-end BI solutions. **BI Leadership and Innovation** * Drive data-driven innovation and transformation projects—from problem definition through BI solution implementation and impact measurement. **End\-to\-End Data Management and Harmonization** * Coordinate the integration, cleaning, and structuring of information from diverse customer service sources (contact centers, digital platforms, ticketing systems, NPS, among others) to ensure operational consistency and traceability. **Standardization, KPIs, and Reporting** * Coordinate the production and continuous improvement of recurring reports (operational and executive). * Define and evolve measurement frameworks, scoring models, and KPIs, ensuring alignment with business objectives and operational needs. **Channel and Key Topic Monitoring** * Identify business opportunities and threats by managing alerts and crises through monitoring, impact measurement, and coordination with key teams. **Strategic Analysis and Actionable Insights** * Conduct and coordinate advanced quantitative and qualitative analyses to detect patterns, improvement opportunities, and operational risks. * Translate complex findings into deep, actionable business insights—with clear recommendations for operations, customer experience, and business strategy. **Communication, Coordination, and Documentation** * Prepare and lead executive reporting, data narratives, and analytical materials for internal and external stakeholders. * Facilitate data interpretation sessions (rituals, committees, review meetings) to ensure alignment, shared understanding, and evidence-based decision-making. **Requirements** * University degree in Business Administration, Industrial Engineering, Economics, Statistics, Data Science, or related fields. * 3–4 years of experience in business intelligence, data analysis, or performance management within customer service, customer support, consulting, marketing agencies, or related sectors. * Proven experience using social listening platforms. * Ability to manage crisis situations under pressure with rapid response. * Demonstrated experience leading analytics/BI projects and coordinating multiple stakeholders (operations teams, business units, technology, customers). * Proficiency in data analysis and visualization tools (Power BI, Tableau, Google Data Studio/Looker Studio, or similar). * Solid knowledge of database structuring and cleansing, information modeling, and report automation. * Critical thinking, continuous improvement orientation, and operational excellence focus—with strong business acumen. * Analytical communication skills—both written and oral—with storytelling ability to translate data into decisions. * Advanced English (spoken and written), essential for documentation management and collaboration in international environments. **Nice to have** * Additional experience in telecommunications or utilities sectors. * Additional proficiency in Sprinklr for social media and owned-media monitoring. * Additional proficiency in Domo or Power BI for insight presentation. **Benefits** * An indefinite-term contract with Findasense Colombia, including a 2-month probationary period. * 23 working days of vacation! Plus your birthday as an additional day off. * Prepaid health insurance—we care about your well-being at Findasense. * You may work remotely from home, from another Findasense office, or anywhere in the world, aligned with our Hybrid Way of Work policy. * Connectivity allowance. * Flexible working hours to help you achieve work\-life balance. * Employee Fund \- Fondemec. * You may participate in our volunteer program, with 40 working hours per year available to support organizations engaged in community service or volunteer initiatives.