Mid-Level Customer Data Analyst – IT Customer Journeys

Unleash the Power of Data — Redefine Customer Journeys with Cutting-Edge Insights! Krakow-based opportunity with hybrid work model. As a Mid-Level Customer Data Analyst – IT Customer Journeys, you will be working for our client, a leading global financial institution dedicated to transforming customer experiences through innovative data-driven solutions. In this role, you will be instrumental in measuring, analysing, and visualising data related to customer IT journeys, transforming complex operational information into strategic insights to enhance service performance, customer satisfaction, and operational efficiency. Your main responsibilities: • Identify, gather, and integrate data from multiple sources including IT systems, service desks, monitoring tools, and customer experience platforms. • Define and maintain key metrics for tracking customer IT journeys and service performance. • Analyse user behaviour across IT services to identify trends, pain points, and opportunities for optimisation. • Translate data into clear, actionable recommendations to support operational and strategic improvements. • Design and maintain dashboards that communicate performance and experience metrics effectively. • Present insights using compelling data storytelling techniques to stakeholders at all levels. • Support data-driven decision making across service improvement initiatives. • Ensure compliance with HSBC governance and control frameworks. • Establish automated processes to minimise variation and maintain high quality of data and code. You're ideal for this role if you have: • Minimum of 2 years of experience in data analysis or related field. • Proficiency with data visualization tools and dashboard design. • Strong analytical and problem-solving skills, with the ability to make data-driven decisions. • Experience working with tools like ServiceNow, Jira, GCP, Looker Studio, SQL, Splunk, and automation with Python. • Excellent communication and interpersonal skills to articulate technical concepts to non-technical stakeholders. • Respectful of different cultures, experienced in collaborating across diverse regions including Europe, North America, LATAM, Middle East, and Asia Pacific. • Familiarity with Agile methodologies and industry trends related to emerging technologies. It is a strong plus if you have: • Additional certifications in data analysis or related fields. • Knowledge of industry-specific compliance requirements. Language Required for the role: • Fluent English with excellent communication skills. Eligibility for the role: • Only candidates with an existing legal right to work in the European Union will be considered for this role. #MAKEYourCareerBETTER Interested? Apply now and include your CV (preferably in English) along with a statement confirming your consent to the processing and storage of your personal data.