Remote job
Analytics Engineer
Job details
About this role
Role overview
This role turns conversation, resolution, handoff, and conversion data into reliable reporting for customers and internal decision-makers. You will combine analytics engineering, metric definition, investigation, and privacy-minded data handling to make product and business performance easier to understand.
Responsibilities
- Build trustworthy, queryable models from conversation and customer-journey data. - Create customer-facing reporting for resolution rate, deflection, and revenue influence. - Define and maintain consistent metrics for activation, retention, and expansion. - Investigate analytical questions that arise during planning and prioritisation. - Explain the meaning, limitations, and appropriate use of reported figures. - Apply suitable privacy controls when working with customer conversation content.
Requirements
- At least three years of experience in analytics engineering, data engineering, or a closely related role. - Strong SQL skills and practical experience with dimensional modelling. - Experience producing reporting that non-technical users depend on. - Ability to communicate analytical definitions and caveats clearly. - Careful, responsible treatment of sensitive customer data.
Nice to have
- Experience with product analytics instrumentation and event design. - Familiarity with SaaS measures such as net revenue retention and cohort analysis. - Experience using dbt or a comparable data transformation tool.