Senior Customer Insights Analyst - Customer Success Organisation

and report to the Senior Manager of Data & Analytics. The team includes BI developers, analysts, and data scientists supporting CTS globally. This role will have meaningful influence on CTS strategy, metrics, and data maturity.

Responsibilities

• Partner with CTS leadership to define key business questions, success metrics, and analytical roadmaps

• Conduct research from problem definition through execution of analysis. Highlight potential areas of concern for senior management based on your analysis

• Assess impact of business strategies and provide clear articulation of analysis to support decision making for senior management

• Execute sophisticated qualitative and quantitative analyses, including advanced modeling, that translate raw data into insights that can be turned into actionable recommendations and built into reports and dashboards

• Act as the data subject matter expert for the area of the business you support - understanding dataset structure, data quality, and appropriate analysis use cases

• Evaluate existing metrics, data models, and reporting practices; identify gaps and propose improvements

• Champion data literacy and mentor junior analysts across the CTS D&A team

Minimum Qualifications

• 7+ Years Relevant Work Experience

• BA / BS in STEM Discipline

• Experience with statistical analysis software

• Experience with BI / Data Visualization tools (E.g. PowerBI)

• Strong executive communication and storytelling skills Python

• Experience using modern AI-assisted analytics tools

• Experience writing SQL queries and working with large datasets

Preferred Qualifications

• Experience supporting Support, Customer Success, Sales, Order Management, Digital Support

• Salesforce Reporting and Dashboards

• Snowflake

• Project Management

The Ideal Candidate

• You can creatively mine multiple disparate datasets to glean insights, answer business questions and provide next best actions

• You tell compelling stories using data and reporting tools- you weave together a narrative of what is happening in the business based on your analysis

• You engage business leaders to determine how to best answer their questions through analysis

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