Data Scientist - Customer Services

EF Recruitment; Greater London; Hybrid; GBP 60,000 - 100,000; Full time

Benefits offered by this job

Hybrid working

Award winning work environment

Long contract with potential to extend

Job summary

EF Recruitment is seeking an experienced Data Analyst for a 10-month contract within a Global SaaS company. You will join the Global Customer Success Data Science Team to improve measurement of customer success, partnering with cross-functional teams to ensure data-informed strategy and scalable insights across customer journeys.

You will build robust data foundations, develop scalable dashboards, conduct deep-dive analyses, and apply Gen AI tools to automate insight generation and anomaly

Qualifications

• 8+ years of experience in Data Analytics or Data Science.
• Proficiency in SQL for data extraction, transformation, and pipeline development.
• Experience with dashboards 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.
• Enthusiasm for Gen AI and a growth mindset toward emerging tools.

Responsibilities

• Building robust data foundations with engineering to develop pipelines and governance for international markets.
• Developing dashboards and reporting to provide visibility into key metrics across the end-to-end customer journey.
• Conducting deep-dive analytics to identify drivers of customer pain points and optimize journeys.
• Advancing AI-native analytics by leveraging Gen AI tools for automation and anomaly detection.
• Supporting experimentation and continuous improvement through A/B testing analyses.
• Communicating insights clearly to technical and non-technical stakeholders to drive decisions.

Skills

Data analytics experience

Storytelling & communication

Cross-functional collaboration

Tools

SQL

Tableau

Qlik

Snowflake

Databricks

Spark

Python/R

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