Data Analyst

Join a leading global company at the forefront of innovation, dedicated to empowering individuals and businesses worldwide. Our client is on a mission to deliver exceptional customer experiences and is seeking a visionary Data Analyst to play a pivotal role in shaping their future. This is your chance to drive significant impact by transforming complex data into actionable strategies that enhance customer journeys and optimize operational excellence across diverse international markets.

As a key member of the Customer Success Data Science Team, you will be instrumental in building robust data capabilities that bridge analytics gaps and provide consistent, reliable data foundations. You will not just analyze data; you will be the architect of insights, enabling teams to make data-informed decisions that directly improve customer satisfaction, digital adoption, and service delivery. Your work will directly influence strategic initiatives, ensuring that every customer interaction is optimized and every operational process is streamlined for maximum efficiency and impact.

This is a 10 month hybrid contract, offering £217.09 per day – 37.5 hrs/week (PAYE). Due to the high volume of applications, we may be unable to respond to each applicant individually. If you have not received a response within 72 hours of submitting your application, please assume that you have not been selected to progress to the next stage of the hiring process.

**Primary Duties:**

* **Build Robust Data Foundations:** Collaborate with engineering partners to develop resilient data pipelines, enhance data integrity, and establish clear metric definitions and governance tailored for diverse international markets. Design and implement data capabilities that function consistently across various regions while accommodating specific local requirements. Automate recurring reporting and validation processes to boost accuracy and efficiency.
* **Develop Actionable Dashboards & Reporting:** Create and maintain scalable, intuitive dashboards that provide real-time visibility into critical customer success and operational performance metrics. Empower Service Delivery and Digital Experience teams with timely, market-relevant insights to drive informed decision-making.
* **Deliver Deep-Dive Analytics:** Conduct comprehensive root cause analyses to uncover underlying drivers of customer challenges, digital engagement hurdles, and operational inefficiencies. Translate complex findings into clear, actionable recommendations that enhance customer journeys, optimize resource allocation, and reduce escalations.
* **Enable Experimentation & Continuous Improvement:** Provide essential analytical support for A/B testing and digital experience evaluations. Analyze performance outcomes, quantify customer and business impact, establish baseline metrics, monitor results, and deliver insights to scale successful initiatives.
* **Influence Strategy Through Storytelling:** Articulate complex insights and trends in a compelling and persuasive manner to both technical and non-technical stakeholders. Ensure strategic alignment on decisions that significantly improve customer experience, digital adoption, operational performance, and overall supportability.

**Qualifications:**

**Must-Have Qualifications:**

* Solid experience in Data Analytics or Data Science, with a strong background in Customer Success, Operations, or Digital Experience domains.
* Expert proficiency in SQL for advanced data extraction, transformation, and pipeline development.
* Demonstrated experience with leading dashboarding and visualization tools (e.g., Tableau, Qlik, or similar).
* Familiarity with big data tools (e.g., Snowflake, Databricks, Spark) and robust ETL processes.
* Exceptional ability to communicate complex analytical findings through clear, actionable narratives to both technical and non-technical audiences.
* Strong problem-solving skills, adept at balancing strategic priorities with tactical execution in a dynamic environment.
* Proven capability to manage multiple projects concurrently while maintaining high standards in a fast-paced setting.
* A proactive, growth-oriented mindset, consistently identifying opportunities for innovation rather than merely reacting to challenges.

**Nice-to-Have Qualifications:**

* Experience with Python or R for advanced analytics, automation, or experimentation support.
* Knowledge of statistical methods and practical experience with experimentation (A/B testing).
* Exposure to Machine Learning and Generative AI concepts.
* Experience working with key performance indicators relevant to customer service operations or digital support.