Our global SaaS Client are now seeking a Data Analyst to join their team with a focus on customer retention. This role is a unique opportunity to transform reporting, build behavioural analytics, and work across the whole ecosystem lifecycle. This is a hybrid role (2/3 days week) for 4 months with potential to extend.
Responsibilities
* Building robust data foundations: Collaborate with engineering to develop pipelines, improve data integrity, and establish clear metric definitions
* Build data capabilities that work consistently across multiple regions and countries differences).
* Developing actionable dashboards & reporting: Create and maintain scalable, user-friendly dashboards that provide visibility into key performance metrics.
* Delivering deep-dive analytics: Conduct root cause analysis to uncover drivers of customer pain points, digital adoption challenges, and operational inefficiencies.
* Translate findings into actionable recommendations that improve customer journeys, optimize staffing and routing decisions, and reduce escalations.
* Advancing AI-native analytics: Leverage Gen AI tools to automate recurring insight generation
* Enabling experimentation & continuous improvement: Support A/B testing and digital experience evaluations
* Influencing strategy through storytelling: Communicate insights and trends clearly and persuasively to technical and non-technical stakeholders
Experience
* 8+ 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 (Tableau, Qlik, or similar)
* Familiarity with big data tools (Snowflake, Databricks, Spark) and ETL processes
* Experience with Python or R for advanced analytics, automation, or experimentation
* Knowledge of statistical methods and experimentation (A/B testing) preferred
* Machine learning and Generative AI experience is a plus
* Proven ability to communicate analytical findings in clear, actionable narratives for both technical and non-technical audiences
* Proactive and growth-oriented mindset—you identify opportunities for innovation rather than just responding to problems
Benefits
* Friendly supportive team
* Informal dress code
* Global organisation.
* Hybrid role
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