Customer Intelligence Analyst

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better, and keep us safer. We innovate across the major industries of Aerospace, Defence, Security and Space. Your health and well-being matters to us and that’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

Title: Customer Intelligence Analyst

Base location: Belfast, N. Ireland (Hybrid model)

We can offer a hybrid approach to office and remote working. We would expect 3 days per week as the standard days on Belfast site.

Imperva, A Thales Company is seeking a passionate Customer Intelligence Analyst to support our Customer Success organization.

This role will identify customer intelligence within our business and make this actionable for Customer Success teams and business leaders. It will solve problems, think strategically, learn the business, and make an impact through data findings and recommendations. Specifically, this person will partner closely with our Customer Success Management team and will be responsible for building out, maintaining and constantly improving operational process and reporting via our Customer Success platform and other tools, gathering data and completing analyses to drive improved outcomes for the team and ultimately for our customers. They will be responsible for conducting research, analysing the results and translating findings into easy-to-understand reports and presentations for project and organizational leaders.

• Research and develop new customer intelligence, driving meaningful action through data.
• Create, maintain and constantly improve operational processes for Customer Success teams.
• Conduct data analysis projects to derive insights and actions from product and customer usage data in order to:
• Improve our customer experience.
• Predict customer churn.
• Drive customer retention and expansion.
• Improve Imperva’s products and services.
• Interpret, summarize, and present data findings with recommendations to key stakeholders.
• Perform implementation and administration duties with Customer Success platform, Planhat and other relevant tools.
• Engage with Customer Success teams to provide enablement on tools and process while identify new requirements.
• Identify and address data quality issues – drive improved data quality in all activities related to the Customer Success Management Team.
• Collaborate with stakeholders to understand analytics needs, set priorities, and work on multiple projects simultaneously.
• Collaborate on cross-functional projects and AI initiatives.
• Work on system integration and data ingestion activities.

Job Requirements

• Bachelor’s degree in Statistics, Mathematics, Data Science, Computer Science or a related field or equivalent experience in data and business analytics required.
• 3 – 5+ years of experience in a data analytics role.
• Strong analytical thinking and problem-solving skills.
• Demonstrated proficiency with Tableau, and/or Power BI.
• Demonstrated proficiency with Salesforce, Customer Success tools or another CRM.
• Proficient in python, or other relevant scripting language.
• Detail oriented and analytical with the ability to quickly identify issues and drive resolution.
• Ability to use data to identify trends, interpret data and persuasively recommend improvements and optimization options.
• Ability to manage multiple projects at the same time in a fast-paced environment.
• A highly productive self-starter with a strong work ethic, strong attention to detail.
• Experience working cross-functionally and influencing others.
• Strong verbal and written communication skills and ability to work well in a distributed team environment.

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In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working.

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Team for graduate and apprentice roles.

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