Business Data Analyst

About the role

You will serve as the primary link between raw data and business strategy for the Global Customer Success and Support departments. This role owns the creation and maintenance of performance dashboards that bridge the gap between frontline operational needs and senior leadership strategic oversight. You will integrate modern AI reporting tools directly into our analytics workflow to enhance the speed and accuracy of decision making. The position requires you to design solutions that translate complex data sets into clear, actionable narratives for diverse audiences. You will build real-time operational views that keep management informed of critical daily activities. Furthermore, you are responsible for analyzing customer journey data to identify bottlenecks and presenting these findings to global stakeholders. Finally, this role ensures that data integrity is maintained through close collaboration with technical teams.

Key facts

What you'll do

• Design and maintain scalable dashboards to track key performance indicators for Customer Success and Support, ensuring metrics are accessible and understandable.
• Build real-time operational views for daily metrics such as ticket volume, SLA response times, and team capacity to support immediate management actions.
• Produce executive-level reports detailing churn risks, long-term trends, and return on investment to guide strategic resource allocation.
• Deploy AI-based reporting solutions, including predictive churn modeling, sentiment analysis, and automated anomaly detection to improve forecast accuracy.
• Collaborate with Data Engineering to maintain data integrity across CRM and support platforms like Salesforce, Zendesk, and Planhat, ensuring consistency.
• Analyze data to identify customer journey bottlenecks and present findings to global stakeholders to drive process improvements.
• Construct detailed performance reports that highlight the effectiveness of support initiatives and success programs.
• Utilize advanced visualization techniques to communicate complex metrics to non-technical stakeholders effectively.
• Partner with cross-functional teams to define data requirements and ensure analytics align with business objectives.
• Monitor the performance of existing dashboards and refine them based on user feedback and evolving business needs.
• Develop ad-hoc analyses to answer urgent questions from leadership and support operational reviews.
• Standardize data definitions and documentation to promote transparency and consistency across the analytics function.
• Lead data quality initiatives to ensure that insights derived from dashboards are accurate and reliable.
• Act as an ambassador for data-driven decision making within the Global Customer Success and Support teams.

Requirements

• 3 to 6 years of professional experience in business or data analysis, preferably within Customer Success, Support, or Revenue Operations, ensuring a relevant background.
• Advanced expertise in Tableau, including dashboard design, LOD expressions, and server management, to handle complex data scenarios.
• Proficiency in writing complex SQL queries to join and extract data from multiple sources efficiently.
• Practical experience with AI reporting tools such as Tableau Pulse, Copilot for BI, or NLP-based analytics to leverage emerging technologies.
• Deep understanding of support and success metrics including CSAT, NPS, First Response Time, Resolution Time, Health Scores, and retention rates to interpret performance accurately.
• Fluency in English with the ability to explain technical findings to executive leadership without relying on jargon.
• Strong attention to detail to ensure data accuracy and consistency across all analytical outputs.
• Proven ability to manage multiple priorities and deadlines in a fast-paced environment.
• Excellent problem-solving skills to address data discrepancies and analytical challenges independently.
• Effective communication skills to collaborate with stakeholders at all organizational levels.
• A commitment to maintaining data confidentiality and adhering to company policies and procedures.
• The capability to translate business requirements into technical specifications for the data team.
• Willingness to continuously learn and adapt to new tools and methodologies in the analytics space.

Nice to have

• Experience with CRM and ticketing platforms like Salesforce, Zendesk, HubSpot, or Gainsight to understand native platform capabilities.
• Proficiency in Python or R for predictive analysis to enhance model development and statistical analysis.
• Background working within a global matrix organization across multiple time zones to navigate complex reporting structures.

Practical notes

• Compensation includes a competitive salary and performance-based bonuses.
• Benefits include comprehensive health coverage and wellness programs.
• The role offers flexible working arrangements.
• Engagement is Full-time.
• The position is based in Spain with a hybrid work model.