Senior Data Analyst | Customer Success Digital

You will be responsible for driving efficiency and scalability of the Customer Success team through analyses, automations, and data-oriented processes. Your mission will be to connect data to strategy, ensuring that decisions are based on insights and that digital initiatives deliver results in retention, activation, and expansion of customers.

Responsibilities

• Data Exploration and Segmentation: Investigate raw and treated data to identify patterns, trends, and opportunities. Create segmentations based on demographic, behavioral, and transactional data.
• Indicators and KPIs: Structure, monitor, and evolve KPIs and OKRs for the CS Digital operation (high, mid, low, and tech touch), including analyses by season/cohort.
• Dashboards and Visualizations: Create and maintain dashboards and reports in tools like Adobe Analytics, Power BI, Tableau or similar, ensuring visibility of performance.
• Customer Analysis: Identify buying behaviors, root causes of churn, and opportunities for engagement by channel, proposing data-based solutions.
• Automation and Triggers: Support the creation of digital journeys and automated workflows (emails, CRM, campaigns), based on behavior and segmentation via CDP
• Data Governance: Ensure the integrity of data sources (CRM, NPS, CS Platform, etc.) and support A/B testing for continuous evolution of digital channels.
• Strategic Partnerships: Work together with Product, Marketing, Sales, and CRM to enable growth and engagement initiatives digitally.