Customer Insights Analyst

Tential Solutions; Ciudad de México; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

A leading consultancy in IT services is seeking a Senior Player Support Analyst. This mid-senior level role focuses on delivering transformative player experiences through data analysis and strategic recommendations. The ideal candidate will have 5+ years of experience in business analytics and a background in technology or gaming. Proficiency in SQL, Python, and Tableau is required. The position is full-time and requires onsite work from the office in Mexico City.

Formación

• 5+ years of experience in business analytics, operations strategy, or a data-driven business function.
• Strong analytical and problem-solving capability with a data-obsessed mindset.
• Demonstrated strategic thinking and leadership presence - comfortable engaging with senior stakeholders.
• Bachelor’s degree in Statistics, Economics, Engineering, Business Administration, or a related field.
• Proficiency in SQL, Python, and BI tools.
• Ability to work with high autonomy and manage competing priorities in a dynamic environment.
• Experience communicating with senior stakeholders and influencing direction.

Responsabilidades

• Lead recurring business reviews to distill performance trends.
• Connect upper and lower funnel performance through player behavior measurement.
• Synthesize large datasets into visual narratives for improvement opportunities.
• Uncover relationships between key performance metrics to inform decisions.
• Drive strategic recommendations using data-driven storytelling.
• Work independently to identify trends and propose analyses.
• Collaborate with Insights, Product, and Operations for alignment.
• Support capacity models and cost-to-serve analysis.

Conocimientos

Analytical depth

Storytelling skills

Strategic thinking

Communication presence

Data-driven mindset

Python

Tableau

Educación

Bachelor’s degree in Statistics, Economics, Engineering, Business Administration, or a related field

Herramientas

SQL

Python

Tableau

Google Analytics

Databricks

Redshift

Descripción del empleo

IT Talent Acquisition @ Tential Solutions

Our client’s Player Support organization is evolving to deliver transformative player experiences powered by data, insight, and product/operational excellence. As a Senior Player Support Analyst, you’ll act as a strategic thought partner to leadership — interpreting complex data, uncovering meaningful correlations, and shaping recommendations that guide decisions across the global support ecosystem.

This role focuses on driving business reviews, connecting signals across the digital and operational funnel, and translating data into clear, actionable narratives. The ideal candidate brings analytical depth, strategic foresight, and a strong communication presence — combining storytelling and structure to influence senior stakeholders.

Key Responsibilities

• Lead recurring business reviews: Drive monthly and quarterly analysis cycles, distilling performance trends and operational insights for Player Support and leadership teams.
• Connect upper and lower funnel performance: Measure and interpret player behavior across the digital journey (in-client, web, GenAI chatbot) through to ticketing and agent-handled interactions.
• Synthesize and model insights: Combine large datasets and unstructured inputs into frameworks, models, and clear visual narratives that surface opportunities for improvement.
• Uncover patterns and correlations: Identify relationships between key performance metrics (e.g., contact rate, satisfaction, automation, staffing) to inform operational and product decisions.
• Drive strategic recommendations: Use data-driven storytelling to influence decisions on service design, automation levers, and player experience strategies.
• Operate with high autonomy: Work independently to identify emerging trends, anticipate needs, and proactively propose new analyses or perspectives.
• Collaborate across functions: Partner closely with Insights, Product, WFM, and Operations to ensure analytical alignment and integrated planning.
• Support forecasting and planning: Contribute to capacity models, cost-to-serve analysis, and longer‑term scenario planning through structured data insights.

Required Qualifications

• Background in management consulting, strategy, or operations within technology, gaming, or service environments.
• Bachelor’s degree in Statistics, Economics, Engineering, Business Administration, or a related field.
• 5+ years of experience in business analytics, operations strategy, or a data‑driven business function.
• Strong analytical and problem‑solving capability with a data‑obsessed mindset.
• Proven storytelling and synthesis skills — able to convert complex data into structured, visual, and compelling insights.
• Demonstrated strategic thinking and leadership presence — comfortable engaging with senior stakeholders and influencing direction.
• Proficiency in SQL, Python, and Tableau (or equivalent BI tools).
• Ability to work with high autonomy and manage competing priorities in a dynamic environment.
• Flexible to collaborate across multiple time zones and global teams.

Preferred Qualifications

• Experience in player support, digital experience, or CX analytics.
• Familiarity with Databricks, Google Analytics, or Redshift.

Working Location and Requirements

This role requires working onsite 5 days a week from our offices.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Business Development and Sales

Industries

IT Services and IT Consulting