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Strategic Data Analyst

ジョブID
483698
公開開始日
01-11月-2025
組織
Smart Infrastructure
職種分野
Customer Services
会社
Siemens S.A.
経験レベル
中級プロフェッショナル
ジョブタイプ
フルタイム
勤務形態
オフィス/サイトのみ
雇用形態
無期雇用
ロケーション
  • Rio de Janeiro - Rio de Janeiro - ブラジル
Job Title: Strategic Data Analyst
Department: Service Excellence Team
Reports To: VP of CSM
Location: Portugal or Brazil

Job Summary:
The Strategic Data Analyst will be a pivotal member of our Service Excellence team, responsible for leveraging data to drive strategic decision-making, improve operational efficiency, and enhance the customer experience across Customer Success, Support, and Professional Services. This role requires a strong analytical mindset, proficiency in data manipulation and visualization, and the ability to translate complex data into actionable insights for various stakeholders, including leadership and finance. A deep understanding of CRM and financial data is essential to optimize customer lifecycle processes, maximize revenue retention, and ensure optimal resource utilization within Professional Services.

Key Responsibilities:

• Strategic Data Analysis & Reporting:
o Develop and maintain robust dashboards and reports to provide real-time insights into key performance indicators (KPIs) across customer-facing teams.
o Conduct comprehensive data analyses, including deep-dives and forecasting, to inform strategic decisions and identify root causes of operational challenges.
o Ensure data integrity and accuracy across various systems, proactively resolving discrepancies.
o Design and implement KPI frameworks and databases to support data-driven management decisions.

• Customer & Service Operations Support:
o Drive insights into customer health, churn, and retention to optimize the customer journey and improve lifecycle management.
o Analyze support operations metrics, including ticket trends, SLA adherence, and customer satisfaction (CSAT/NPS), to identify areas for improvement.
o Assess project profitability, resource utilization, and capacity planning for Professional Services to enhance operational efficiency.

• Process Improvement & Automation:
o Identify operational inefficiencies and propose data-driven process improvements and automation solutions.
o Support the evaluation, implementation, and optimization of tools to streamline workflows and reporting.
• Cross-functional Collaboration & Communication:
o Collaborate effectively with diverse teams, including Sales, Finance, Product, and Engineering, to understand data needs and deliver actionable insights.
o Clearly communicate complex analytical findings to both technical and non-technical audiences through various mediums.

Required Qualifications & Skills:
• Education: Bachelor's degree in Business, Finance, Economics, Statistics, Computer Science, or a related quantitative field. A Master's degree in Management with a focus on Business & Data Analytics is a strong plus.
• Experience: 3+ years of experience in an Operations Analyst, Data Analyst, Business Analyst, or similar role, preferably within a technology company supporting customer-facing teams. Experience in a global sales analyst or BI consultant role is highly valued.

Technical Skills:
  • Advanced proficiency with business intelligence and data visualization tools (e.g., Power BI – Microsoft certified is a plus, Salesforce Reports).
  • Strong SQL skills for data extraction, manipulation, and analysis.
  • Deep working knowledge of CRM systems, particularly Salesforce (reporting, dashboards, data model).
  • Expert-level proficiency in Microsoft Excel (pivot tables, VLOOKUPs, complex formulas, data modeling – Microsoft certified is a plus).
  • Familiarity with data warehousing concepts and experience working with data from various sources.
  • Proficiency in Python is a strong advantage, especially for advanced data analysis or modeling.
  • Experience with Power Automate for process optimization.
  • Analytical & Business Acumen:
  • Proven ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
  • Ability to translate complex data into clear, concise, and actionable insights, especially regarding resource allocation and utilization.
  • Strong understanding of key SaaS metrics (ARR, churn, retention, LTV, CAC) and operational processes within Customer Success, Support, and Professional Services, including the drivers of professional services profitability and utilization.
  • Strong critical thinking and problem-solving abilities.
  • Soft Skills:
  • Excellent verbal and written communication skills, with the ability to present findings to diverse audiences and conduct workshops for executives.
  • Strong stakeholder management skills and ability to collaborate effectively with cross-functional teams.
  • Proactive and self-starter with the ability to work independently, manage multiple priorities, and drive projects to completion in a fast-paced environment.
  • Demonstrated leadership and project ownership capabilities.