Data Analyst - Customer Success

Data Analyst - Customer Success

Posted 2 weeks ago by EF Recruitment

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£265 Per day
Outside
Hybrid
London
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A/B Testing Apache Spark Artificial Intelligence Automation Azure Databricks Big Data Customer Retention Databricks Data Extraction Data Integrity Data Science Extract Transform Load (ETL) Market Trend Python (Programming Language) Root Cause Analysis Software as a Service (SaaS) SQL (Programming Language) Stakeholder Management Statistical Methods

Summary: The Data Analyst role focuses on enhancing customer retention through data-driven insights and analytics within a global SaaS company. The position involves building data foundations, developing dashboards, conducting deep-dive analytics, and leveraging AI tools to improve customer journeys. This hybrid role is initially for 4 months with the potential for extension. The ideal candidate will have extensive experience in data analytics, particularly in customer success and operations.

Key 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.

Key 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.
  • 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.

Salary (Rate): £265/day

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: outside IR35

Seniority Level: Mid-Level

Industry: IT

Detailed Description From Employer:

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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