Customer Data Insights Analyst

Fideo Intelligence; Spain (TX); On-site; USD 44,000 - 50,000; Full time

Job summary

Ookla, an Accenture company, is seeking a Customer Data Analyst to transform raw customer data into actionable insights across Professional Services. You will collect, clean, and analyze data on customer engagements, service delivery, and product adoption to inform strategic decisions and improve customer health.

Work with leadership, consultants, and customer success managers to deliver impactful reports, develop data models, and maintain documentation of sources and methodologies.

Qualifications

• Bachelor's degree in a quantitative field such as Data Science, Statistics, Mathematics, Economics, Computer Science, or a related discipline.
• 3+ years of experience in a data analysis role, preferably within a Professional Services, SaaS, or technology-focused organization.
• Proven ability to collect, clean, analyze, and interpret complex datasets from various sources.
• Strong proficiency in data analysis tools and programming languages such as SQL, Python (with libraries like Pandas, NumPy, Matplotlib, Seaborn), and data visualization tools (e.g., Tableau, Power BI, Heavy.ai).
• Experience working with CRM systems (e.g., Salesforce), customer success platforms (e.g., Gainsight, ChurnZero), and other relevant business applications.
• Solid understanding of statistical concepts and methodologies.
• Excellent communication and presentation skills, with the ability to effectively convey technical findings to both technical and non-technical audiences.
• Strong problem-solving and critical-thinking skills with a keen attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• A strong understanding of Professional Services methodologies and customer lifecycle management is a plus.
• Background Check Required

Responsibilities

• Data Collection and Management: Identify and gather relevant customer data from various sources, including CRM systems (e.g., Salesforce, Dynamics 365), project management tools (e.g., Jira, Asana), customer success platforms (e.g., Gainsight, ChurnZero), support ticketing systems (e.g., Zendesk, ServiceNow), and other relevant databases.
• Data Cleaning, validation, and transformation to ensure data accuracy, integrity, and consistency.
• Develop and maintain data pipelines and data models to enable efficient retrieval and analysis.
• Data Analysis and Interpretation: Conduct exploratory data analysis to identify trends, patterns, and correlations related to customer behavior, service utilization, project outcomes, and customer satisfaction.
• Develop and apply statistical techniques and data visualization methods to extract meaningful insights from complex datasets.
• Analyze KPIs for Professional Services (project profitability, service delivery efficiency, adoption rates, time-to-value, retention).
• Identify opportunities for process improvement and service optimization based on data insights.
• Reporting and Communication: Design regular and ad-hoc reports and dashboards; present findings to stakeholders clearly.
• Collaborate with stakeholders to define reporting requirements and maintain documentation for data sources and methodologies.
• Collaboration and Support: Partner with leadership to define data-driven strategies; support project teams with analysis; build data literacy in the team.

Job description

Ookla, an Accenture company, is seeking a Customer Data Analyst to transform raw customer data into actionable insights across Professional Services. You will collect, clean, and analyze data on customer engagements, service delivery, and product adoption to inform strategic decisions and improve customer health.

Work with leadership, consultants, and customer success managers to deliver impactful reports, develop data models, and maintain documentation of sources and methodologies.