Senior Data Analyst

Our Global SaaS client is now seeking an experienced Data Analyst to join their Global Customer Success Data Science Team for a 10-month contract.

You’ll play a pivotal role in improving how they measure and deliver customer success, driving impact across Customer Experience, Digital Experience, Service Delivery, and Supportability. You will partner closely with cross-functional teams, and ensure that data informs strategy, enhances customer journeys, and scales operational excellence.

Key Responsibilities

* Building robust data foundations: Collaborate with engineering to develop pipelines, improve data integrity, and establish clear metric definitions and governance tailored for international markets.

* Developing actionable dashboards & reporting: Create and maintain scalable, user-friendly dashboards that provide visibility into key performance metrics and think broadly across the end-to-end customer journey.

* Delivering deep-dive analytics: Conduct root cause analysis to uncover drivers of customer pain points, digital adoption challenges, and operational inefficiencies and translate findings into actionable recommendations that improve customer journeys.

* Advancing AI-native analytics: Leverage Gen AI tools to automate recurring insight generation, support AI- powered summarization and anomaly detection.

* Enabling experimentation & continuous improvement: Support A/B testing and digital experience evaluations by analysing performance outcomes and quantifying customer and business impact.

Skills

* 5+ years of experience in Data Analytics or Data Science, ideally with exposure to Customer Success, Operations, or Digital Experience domains

* Proficiency in SQL for data extraction, transformation, and pipeline development

* Experience with dashboarding and visualization tools (e.g. Tableau, Qlik)

* Familiarity with big data tools (Snowflake, Databricks, Spark) and ETL processes

* Experience with Python or R for advanced analytics, automation, or experimentation support preferred

* Knowledge of statistical methods and experimentation (A/B testing) preferred

* Machine learning and Generative AI experience is a plus

Benefits

* Award winning work environment

* Hybrid working

* Long contract with potential to extend