Data Analyst - Customer Retention

Our global SaaS Client are now seeking a Data Analyst to join their team with a focus on customer retention. This role is a unique opportunity to transform reporting, build behavioural analytics, and work across the whole ecosystem lifecycle. This is a hybrid role (2/3 days week) for 13 months with potential to extend.

Responsibilities

• Building robust data foundations: Collaborate with engineering to develop pipelines, improve data integrity, and establish clear metric definitions


• Build data capabilities that work consistently across multiple regions and countries differences).


• Developing actionable dashboards & reporting: Create and maintain scalable, user-friendly dashboards that provide visibility into key performance metrics.


• Delivering deep-dive analytics: Conduct root cause analysis to uncover drivers of customer pain points, digital adoption challenges, and operational inefficiencies.


• Translate findings into actionable recommendations that improve customer journeys, optimize staffing and routing decisions, and reduce escalations.


• Advancing AI-native analytics: Leverage Gen AI tools to automate recurring insight generation


• Enabling experimentation & continuous improvement: Support A/B testing and digital experience evaluations


• Influencing strategy through storytelling: Communicate insights and trends clearly and persuasively to technical and non-technical stakeholders

• 8+ years of experience in Data Analytics or Data Science, ideally with exposure to Customer Success, Operations, or Digital Experience domains


• Proficiency in SQL for data extraction, transformation, and pipeline development


• Experience with dashboarding and visualization tools (Tableau, Qlik, or similar)


• Familiarity with big data tools (Snowflake, Databricks, Spark) and ETL processes


• Experience with Python or R for advanced analytics, automation, or experimentation


• Knowledge of statistical methods and experimentation (A/B testing) preferred


• Machine learning and Generative AI experience is a plus


• Proven ability to communicate analytical findings in clear, actionable narratives for both technical and non-technical audiences


• Proactive and growth-oriented mindset—you identify opportunities for innovation rather than just responding to problems

• Friendly supportive team


• Informal dress code


• Global organisation.


• Hybrid role.

This listing is from reed. View original listing ↗