Data Analyst

About Glia

Our award-winning technology powers conversations with customers for some of the world's largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen.

The Role

Our Data Analytics team is at the forefront of driving data-informed decisions for both our clients and internal teams. We are responsible for helping our clients measure and optimise their customer service performance, transforming complex data into actionable insights that reveal operational bottlenecks and unlock new opportunities. In close collaboration with clients, we establish meaningful KPIs and deliver intuitive BI dashboards. As a vital part of our cross-functional teams, you will collaborate with product, design and engineering to bring these insights to life! Furthermore, you will empower our internal departments - from sales and marketing to customer success - by developing tailored solutions that enhance their effectiveness.

If you are passionate about leveraging data to create a tangible impact for customers, we want to hear from you.

Responsibilities

Performance Measurement & Strategy

• Define, calculate, and track critical KPIs to measure the success of our clients and internal teams (Sales, Success, Product, Marketing).
• Conduct research on industry-specific best practices to ensure our analytics and KPIs are cutting-edge and relevant.
• Proactively identify and investigate trends, anomalies, and opportunities in the data to generate new insights for stakeholders
  
  

Technical Analytics & Dashboarding

• Build and take full ownership of all customer-facing dashboards within our product.
• Develop and automate internal reporting and analytics solutions, extracting data from proprietary databases and APIs to deliver key insights.
• Collaborate with Data Engineering to build and optimize automated data pipelines, establishing best practices for our long-term technical solutions.
• Contribute to our central data models and semantic layer to ensure data is accurate, well-documented, and reusable
  
  

Communication & Collaboration

• Translate business requirements into technical specifications and analytical projects.
• Present findings and data-driven recommendations to leadership and other internal stakeholders.
• Create and maintain clear documentation for all reporting and analytical processes for both internal and external use.
  
  

Requirements

Must-Have Requirements:

• Bachelor's degree in a related field (e.g., Business, Mathematics, Statistics, Computer Science).
• A minimum of 2 years of experience as a data analyst and dealing with large volumes of data.
• Hands-on experience with SQL and a major data visualization tool for creating reports and dashboards.
• Proven ability to work collaboratively in a cross-team setting.
• Excellent communication and presentation skills in English.
• Strong problem-solving abilities and a continuous desire to learn.
  
  

Key Qualities for Success:

• A passion for creating dashboards that are not just visually appealing but also consistent, insightful, and easy to use.
• The ability to translate complex business needs into technical specifications while clearly explaining the process to non-technical team members.
• High attention to detail and the ability to maintain accuracy in a dynamic, fast-paced environment.
• A strong ambition to grow as a professional in the data and analytics field, championing data quality and the correct interpretation of core business metrics.
  
  

Even Better If You Have...

• A background in customer service operations, giving you a deeper context for the data you'll be analyzing and visualizing.
• Experience collaborating directly with product, design, and engineering teams to define and build analytics capabilities.
• Advanced skills in data modeling or scripting with Python.
• Broad experience across multiple BI and analytics platforms (e.g., Looker, Tableau, Amplitude, AWS QuickSight).
• Understanding and expertise of data warehouse and data transformation systems like Snowflake, AWS Redshift and dbt
• Awareness of data governance and quality best practices to ensure data trustworthiness.
  
  

Benefits

• Glia stock options and competitive salary
• Professional development support (trainings, courses, conferences, books, etc)
• Access to the tools and equipment you'll need
• Sports compensation, reimbursement for counseling sessions
• Team events: annual employee awards, internal hackathons, and a dozen cool events from cooking to the Glia olympic games :)
• Generous referral bonuses
• Diversity: 25 countries represented
• Glia is an equal-opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.
  
  

The Glia Talent Acquisition team uses @glia.com and @gliatalent.com, mailboxes for coordinating interviews, providing updates, and sending documents. Our hiring process involves an introduction, practical and team interviews, and a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via [email protected]

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