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
Business Analyst
