Senior Data Analyst – Customer Experience

About the role

As a Senior Data Analyst focused on Customer Experience (CX), you will turn large‑scale support data into actionable insights that improve how we serve our customers. You will partner with CX, product, and operations teams to measure performance, spot trends, and drive data‑backed decisions across support workflows.

Key responsibilities

• Analyze agent performance, support interactions and QA data using optimized SQL in BigQuery and ClickHouse.
• Build and maintain dashboards in Tableau, Metabase, or Looker to visualize trends and KPIs.
• Collaborate with QA to uncover root causes of agent behavior and customer issues.
• Apply LLM tools and prompt engineering for summarisation, insight generation, and integration into internal tooling.
• Automate data pipelines and workflow tasks with Airflow and Python, improving efficiency and reliability.
• Identify inefficient DAGs, queries or transformations and refactor them for scalability and cost‑effectiveness.
• Translate business inefficiencies into measurable metrics and support improvements in ticket routing, SLA tracking, and agent tooling.
• Partner with Operations, Support Management, QA, Training and Data Engineering to ensure clean, well‑modelled data.

Required profile

• 4+ years of data‑analysis experience in a fast‑paced, data‑heavy environment.
• Strong ability to turn business questions into testable hypotheses.
• Upper‑intermediate or higher English proficiency, both spoken and written.

Required skills

• Advanced SQL (BigQuery, ClickHouse)
• Python for data analysis, automation and integration
• Data‑visualisation tools (Tableau, Metabase, Looker)
• Airflow and DAG orchestration
• LLM APIs, prompt engineering and output evaluation
• Forecasting or machine‑learning basics (advantageous)

What we offer

• Work with an international, inclusive team of professionals.
• Remote‑first work environment.
• Opportunities to experiment with automation and AI‑powered analytics tools.