Senior Data Analyst (CX)

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 agent performance, workflow efficiency, and overall customer satisfaction. You will collaborate with CX, product, and operations teams to build dashboards, automate reporting, and leverage LLM tools for advanced analysis.

Key responsibilities

• Analyze massive datasets on agent performance, support interactions, and quality assurance using optimized SQL (BigQuery, ClickHouse).
• Build and maintain interactive dashboards in Tableau, Metabase, or Looker.
• Detect behavioral trends, identify root causes, and partner with QA to drive improvements.
• Apply LLMs and prompt engineering for summarisation, insight generation, and integration into internal tools.
• Automate data pipelines and workflow tasks with Airflow and Python, refactor inefficient DAGs and queries.
• Translate business inefficiencies into measurable metrics and support tooling enhancements (ticket routing, SLA tracking).
• Collaborate cross‑functionally with Operations, Support Management, QA, Training, and Data Engineering.

Required profile

• 4+ years of data‑analysis experience in a fast‑paced, data‑heavy environment.
• Advanced SQL skills, preferably with BigQuery and/or ClickHouse.
• Proficiency in Python for analysis, automation, and integration.
• Experience with modern data pipelines, Airflow, and DAG orchestration.
• Hands‑on experience with LLM APIs, prompt engineering, and evaluating model outputs.
• Strong ability to turn business questions into testable hypotheses and communicate findings to technical and non‑technical audiences.
• Upper‑intermediate English (spoken and written).

Required skills

• SQL (BigQuery, ClickHouse)
• Python
• Tableau
• Metabase
• Looker
• Airflow
• DAG orchestration
• LLM APIs & prompt engineering
• Data visualization
• Forecasting / machine‑learning basics (optional)

What we offer

• Fully remote work with an international, collaborative team.
• Opportunities to work with cutting‑edge analytics, automation, and AI tools.
• Competitive compensation and professional growth in a fast‑growing CX analytics function.