Data Analyst

Who you are

• Experience with at least one BI tool: Tableau, Looker, or equivalent
• Exposure to CRM or CX platform data (Salesforce, HubSpot, Gainsight, or equivalent)
• Strong communication skills, able to translate complexity into clear narratives for non-technical audiences
• Python for analytical automation (pandas, data manipulation, API calls)
• Experience building automation workflows in n8n, Zapier, or Make
• Experience in a B2B SaaS environment, ideally with exposure to CX or Customer Support functions
• Prior work with health scoring, NPS/CSAT analysis, or customer lifecycle modelling

What the job involves

• The Data Analyst - CX & AI reports directly to the Head of Customer Analytics and sits within the Analytics department of Personio's broader Data team. This role sits at the intersection of traditional BI, prescriptive analytics, and AI automation
• This is not a dashboard-builder role. It is a role for someone who can combine deep customer understanding with hands-on AI tooling to generate insights, automate analytical workflows, and directly influence CX decisions
• This role bridges two worlds: the analytical rigour of a data scientist and the systems thinking of an AI automation specialist. You will work closely with Customer Support, Professional Services, CX Ops and COO Office to turn customer data into decisions, faster and at a greater scale than traditional BI allows
• Critically, you will own direct relationships with CX leadership, bringing a genuine point of view on what levers can be pulled to improve efficiency, Customer Experience, accelerate customer time-to-value and ultimately reduce churn
• Own direct relationships with CX leadership, acting as a trusted analytical partner who understands the customer and business requirements, not just the data
• Own end-to-end analytical coverage of CX metrics: onboarding health, CSAT trends, support patterns and CX IC KPIs
• Partner with CX Operations and Product to define the single source of truth for key CX metrics
• Proactively surface anomalies, risks, and opportunities, not just when asked, but with a clear point of view on what to do about them
• Design and run LLM-powered analytical workflows using Claude, GPT, or similar, including unstructured data analysis across CX notes, support tickets, and customer feedback
• Build automated reporting and alerting pipelines, replacing manual analytical tasks with intelligent, scheduled workflows
• Develop self-serve AI-powered tools that allow CX stakeholders to query customer data in natural language
• Maintain and improve dbt models that power CX reporting
• Document methodologies, define metric definitions, and maintain data dictionaries

Benefits

• Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
• Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years (because we love what we do, but we also love vacation!)
• Make an impact on the environment and society with Impact Days
• Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
• Connect with your fellow Personios at regular company and team events like All Company Culture Week and local year-end celebrations
• Engage in a high-impact working environment with flat hierarchies and short decision-making processes
• Find your best way to work with our office-led, and remote-friendly PersonioFlex!