Senior Data Analyst (CX)

Tidio is a customer service platform that combines AI and human interaction to help businesses scale efficiently while maintaining trust and a personal touch. The company aims to become the number one AI customer service solution globally, currently employing over 150 people and serving millions of users worldwide. The role is part of an 11-person Data Team working closely with Data Analysts, Engineers, and CX specialists to develop data solutions and recommendation engines to enhance customer experience.

• Knowledge of CX and CS metrics and experience working with CX teams
• Experience with CX tools such as Hubspot and Totango
• Entrepreneurial mindset and curiosity, focusing on outcomes and showing responsibility and passion for projects
• Analytical thinking and iterative problem-solving skills
• Proficient in SQL
• Basic knowledge of Excel and Google Spreadsheets
• Open-mindedness and intuitiveness
• Excellent communication skills, able to clearly explain complex analyses
• Proficiency in English

Nice to have:

• Experience in SaaS or E-commerce
• Knowledge of Python or R
• Experience with DBT

• Support CX team managers (sales, customer success) by analyzing quantitative data, formulating business questions and hypotheses, and conducting validating analyses
• Participate in projects focused on detecting upsell opportunities
• Maintain and develop reporting for Tidio+ customers
• Develop simple dashboards
• Educate key stakeholders on CX analytics
• Manage CX analytics tools in collaboration with Data Engineers
• Proactively analyze data to provide recommendations for development and improvements
• Engage in long-term projects to improve CX processes

Tidio is an equal opportunity employer and treats all candidates equally without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. Recruitment and selection are based solely on individual merit and professional qualifications.