Customer Journey Data Analyst

We are looking for a Customer Journey Data Analyst who can turn complex operational and user experience data into practical insights that improve internal technology services. In this role, you will work closely with cross-functional teams to understand how users interact with IT services, identify friction points, and build clear visibility around service performance.

• Hands-on experience with data visualisation tools and dashboard development
• Automation-oriented approach and Python knowledge
• Practical experience with tools such as ServiceNow, Jira, GCP Looker Studio, SQL and Splunk
• Strong analytical mindset with the ability to interpret data, identify trends, and solve business problems based on evidence
• Good understanding of customer journey metrics, service performance indicators and operational reporting
• Ability to communicate technical findings clearly to both technical and non-technical stakeholders
• Familiarity with Agile ways of working and project delivery frameworks
• Interest in new technologies, digital service improvement and data-driven optimisation

• Collect, consolidate and analyse data from multiple sources such as IT systems, service management platforms, monitoring tools and user experience channels
• Define, track and maintain performance metrics related to customer IT journeys and service quality
• Analyse user behaviour patterns, service bottlenecks and recurring issues to identify improvement opportunities
• Convert raw and complex datasets into actionable recommendations that support both operational and strategic decisions
• Design, build and maintain dashboards that provide clear visibility into service performance and user satisfaction trends
• Present findings using effective data storytelling, making technical insights understandable for a wide range of stakeholders
• Support service improvement initiatives by providing data-backed input and measurable performance indicators
• Contribute to automation of reporting and analytical processes to improve consistency, reduce manual effort and ensure reliable data outputs