Data Analyst - Customer Success

Executive Facilities; City Of London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Long contract with potential to extend

Job summary

Executive Facilities is seeking an experienced Data Analyst to join a Global SaaS client’s Global Customer Success Data Science Team on a 10-month contract. The role focuses on measuring and delivering customer success, and aligning data with strategy across customer experience, digital experience, service delivery, and supportability.

The candidate will build data foundations, develop dashboards, perform deep-dive analytics, and leverage Gen AI to automate insights and improve processes.

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.

Responsibilities

• Building robust data foundations: collaborate with engineering to develop pipelines, improve data integrity, and establish clear metric definitions and governance.
• Developing actionable dashboards & reporting: create scalable dashboards that provide visibility into key performance metrics across the end-to-end customer journey.
• Delivering deep-dive analytics: perform root cause analysis to uncover drivers of customer pain points and translate findings into recommendations.
• Advancing AI-native analytics: leverage Gen AI tools to automate recurring insights, support AI-powered summarization and anomaly detection.
• Enabling experimentation & continuous improvement: support A/B testing and digital experience evaluations by analyzing outcomes.
• Influencing strategy through storytelling: communicate insights clearly to stakeholders to drive decisions.

Skills

SQL

Dashboards

Python/R

Statistics

A/B testing

Gen AI

Communication

storytelling

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