Customer Journey Data Analyst

O projekcie: 📍 Client & contract: lead international bank | B2B 🗣️ Recruitment: phone screen with our recruiter + on on-line meeting with the hiring managers 🗺️ Hybrid work: 6 days per month from the office in Cracow About the project: 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. This is a strong opportunity for someone who enjoys combining analytics, dashboard creation, and process automation to influence how digital services evolve. The offer: - Prestigious position at one of the world's largest banks - Stable, long-term projects - Competitive salary with a B2B contract - Hybrid work (6 days per month from the office in Cracow) and flexible working hours - Private healthcare and multisport card - Personal growth and development opportunities with the possibility to rotate between projects - Referral program and company events - Convenient parking Wymagania: • 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 Codzienne zadania: - 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