Business 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, and identify opportunities to replace manual workflows with intelligent automation — helping the team move faster and deliver more scalable, proactive insights.
• Enabling experimentation & continuous improvement: Support A/B testing and digital experience evaluations by analysing performance outcomes and quantifying customer and business impact.
• Influencing strategy through storytelling: Communicate insights and trends clearly and persuasively to technical and non-technical stakeholders, ensuring alignment on decisions that improve customer experience, digital adoption, operational performance, and supportability.

Skills

• 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 support preferred
• Knowledge of statistical methods and experimentation (A/B testing) preferred
• Machine learning and Generative AI experience is a plus
• A genuine enthusiasm for Gen AI and a growth mindset toward how emerging tools can accelerate analytical work
• Proven ability to communicate analytical findings in clear, actionable narratives for both technical and non-technical audiences

Benefits

• Award winning work environment
• Hybrid working - 3 days in the office
• Long contract with potential to extend