Customer Data Insights Analyst

Human Ventures, LLC.

Spain (TX)

On-site

USD 44,000 - 50,000

Full time

12 days ago

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Job summary

Ookla, an Accenture company, is seeking a Customer Data Analyst within its Professional Services team. You will transform raw customer data into actionable insights, support project planning, and deliver data-driven reports to optimize service delivery and customer health.

You will collect data from CRM, PM tools, CS platforms, and support systems; clean, model, and analyze it to inform strategic decisions and improve customer outcomes. Strong SQL, Python, and visualization skills are required.

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 Collection and Management: Ensure data accuracy, integrity, and consistency through data cleaning, validation, and transformation processes.
Data Collection and Management: Develop and maintain data pipelines and data models to facilitate efficient data 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.
Data Analysis and Interpretation: Develop and apply statistical techniques and data visualization methods to extract meaningful insights from complex datasets.
Data Analysis and Interpretation: Analyze KPIs such as project profitability, service delivery efficiency, customer adoption rates, time-to-value, and customer retention.
Data Analysis and Interpretation: Identify opportunities for process improvement, service optimization, and enhanced customer engagement based on data analysis.
Reporting and Communication: Design and generate regular and ad-hoc reports and dashboards that communicate key findings to stakeholders.
Reporting and Communication: Present data-driven recommendations to leadership and teams in a clear manner.
Reporting and Communication: Define reporting requirements with stakeholders.
Reporting and Communication: Develop and maintain documentation for data sources, methodologies, and reporting processes.
Collaboration and Support: Partner with leadership to define data-driven strategies and objectives.
Collaboration and Support: Support project teams with data analysis to inform planning, execution, and risk mitigation.
Collaboration and Support: Contribute to data literacy within the Professional Services team.