Join Vonage and help us innovate cloud communications for businesses worldwideBusiness Data Analyst (Customer Success & Support)Location: Spain (Hybrid)Role OverviewWe are looking for a data-driven, analytical, and forward-thinking Business Data Analyst based in Spain to partner closely with our Integral Customer Success (CS) and Customer Support teams.
La información a continuación detalla los requisitos del puesto, la experiencia esperada del candidato y las cualificaciones correspondientes.
In this role, you will be the bridge between raw data and actionable strategy.Your primary mission will be to design, build, and manage cutting-edge dashboards that provide clear visibility into team performance.
You will serve two critical audiences: supplying frontline teams with tactical, day-to-day operational insights, and providing senior leadership with high-level, strategic performance monitoring.
Additionally, you will help us leap into the future of analytics by leveraging modern AI-driven reporting solutions.Key ResponsibilitiesDashboard Development & Management: Design,
build, and maintain robust, scalable dashboards that track key performance indicators (KPIs) for both Customer Success and Support teams.Operational & Executive Reporting:Create real-time, tactical views for managers to monitor daily ticket volumes, response times (SLA), customer health scores, and team capacity.Develop high-level executive summaries and narrative reports for senior leadership to track long-term trends, churn risks, and ROI.AI-Driven Analytics: Implement and manage AI reporting solutions (e.g., automated anomaly detection, predictive churn modeling, sentiment analysis on support tickets, or conversational analytics tools) to uncover proactive insights.Data Pipeline & Quality Assurance: Partner with Data Engineering to ensure data accuracy, clean pipeline integrations (from CRM/Support tools like Salesforce, Zendesk, Planhat), and a single source of truth.Insight Generation & Colla
📌 Business Data Analyst (Madrid)
🏢 Vonage
📍 Madrid