Data Analyst - Customer Success

EF Recruitment; City Of London; Hybrid; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Award winning work environment

Hybrid working

Long contract with potential to extend

Job summary

EF Recruitment is seeking an experienced Data Analyst for a 10-month contract with a Global SaaS client. You will join the Global Customer Success Data Science Team to improve how customer success is measured and delivered, influencing CX, DX, Service Delivery, and Supportability.

You will partner with cross-functional teams to build robust data foundations, dashboards, and AI-native analytics, while supporting experimentation and data-driven storytelling for tactical and strategic decisions

Qualifications

• 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.

Responsibilities

• Build robust data foundations with pipelines and governance for international markets.
• Develop dashboards and reports showing key performance metrics across the customer journey.
• Perform deep-dive analytics to identify drivers of pain points and inefficiencies.
• Advance AI-native analytics using Gen AI for automation and anomaly detection.
• Support experimentation and continuous improvement with A/B testing analyses.
• Present insights clearly to technical and non-technical stakeholders to guide decisions.

Skills

SQL proficiency

Dashboarding (Tableau/Qlik)

Big data tools

Python or R

A/B testing

Gen AI awareness

Communication of insights

Tools

Tableau

Qlik

Snowflake

Databricks

Spark

Job description

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
• Long contract with potential to extend