Customer Data Analyst
Job Summary
Job Description
Ookla, a leader in connectivity intelligence, seeks a Customer Data Analyst for its Professional Services team. This role involves transforming raw customer data into actionable insights by collecting, cleaning, analyzing, and interpreting data related to customer engagements, service delivery, product adoption, and customer health. The analysis will drive strategic decisions, optimize service offerings, enhance customer experience, and support the Professional Services organization. The analyst will collaborate with leadership, consultants, project managers, and customer success managers to understand data needs and deliver impactful reports. Responsibilities include data collection from various sources (CRM, project management tools, etc.), ensuring data accuracy, developing data pipelines, conducting exploratory analysis to identify trends, applying statistical techniques for insights, analyzing KPIs, and identifying improvement opportunities. The role also involves creating reports and dashboards, presenting findings to stakeholders, collaborating on reporting requirements, and supporting project teams with data analysis.
Must have:
- Bachelor's degree in a quantitative field
- 5-10 years of data analysis experience
- Proficiency in SQL, Python (Pandas, NumPy)
- Experience with data visualization tools
- Experience with CRM systems
- Solid understanding of statistical concepts
- Excellent communication and presentation skills
- Strong problem-solving skills
Good to have:
- Experience with data warehousing
- Familiarity with machine learning
- Experience with ETL tools
- Relevant certifications
Perks:
- 401(k) matching
- Unlimited PTO
- Employee Stock Purchase Plan options
- Health/dental/vision insurance coverage
- Wellness benefits (Calm app, gym reimbursement, ERG groups, etc)
- Employee Assistance Programs (EAP)
- Fertility options
- Pregnancy support
- Pet insurance
- Enhanced parental leave
- Disability coverage
- Best hardware, software, and tools
- Flexibility for remote work
- Tuition reimbursement
- Educational opportunities
- Anti-racism and LGBTQIA+ resource libraries
- Transit passes
- Team happy hours and activities
- Gym reimbursements
Job Details
Description
Ookla® is a global leader in connectivity intelligence, offering unparalleled network insights through the combined expertise of Speedtest®, Downdetector®, RootMetrics®, and Ekahau®. Ookla’s complementary datasets combine crowdsourced and controlled, public and private collection methods, QoS and QoE metrics, and more to unlock correlations and actionable insights — helping organizations optimize networks, enhance digital experiences, and create better connected experiences for end-users.
Our team is a group of people brought together through passion and inspired by possibility. We are looking for team members who love solving problems, are motivated by challenges, and enjoy turning clever ideas into exceptional products. When you work for us, you are using Ookla data and insights to advance our mission of better connectivity for all.
Role Summary:
As a Customer Data Analyst within our Professional Services team, you will play a critical role in transforming raw customer data into actionable insights. You will be responsible for collecting, cleaning, analyzing, and interpreting data related to customer engagements, service delivery, product adoption, and overall customer health. Your analysis will directly inform strategic decisions, optimize our service offerings, enhance customer experience, and contribute to the overall success of our customers and the Professional Services organization. You will collaborate closely with Professional Services leadership, consultants, project managers, and customer success managers to understand their data needs and deliver impactful reports and analyses.
Responsibilities:
- Data Collection and Management:
- Identify and gather relevant customer data from various sources, including CRM systems (e.g., Salesforce, Dynamics 365), project management tools (e.g., Jira, Asana), customer success platforms (e.g., Gainsight, ChurnZero), support ticketing systems (e.g., Zendesk, ServiceNow), and other relevant databases.
- Ensure data accuracy, integrity, and consistency through data cleaning, validation, and transformation processes.
- Develop and maintain data pipelines and data models to facilitate efficient data retrieval and analysis.
- Data Analysis and Interpretation:
- Conduct exploratory data analysis to identify trends, patterns, and correlations related to customer behavior, service utilization, project outcomes, and customer satisfaction.
- Develop and apply statistical techniques and data visualization methods to extract meaningful insights from complex datasets.
- Analyze key performance indicators (KPIs) relevant to Professional Services, such as project profitability, service delivery efficiency, customer adoption rates, time-to-value, and customer retention.
- Identify opportunities for process improvement, service optimization, and enhanced customer engagement based on data analysis.
- Reporting and Communication:
- Design and generate regular and ad-hoc reports and dashboards that effectively communicate key findings and insights to stakeholders across the Professional Services organization.
- Present data-driven recommendations and actionable insights to Professional Services leadership and team members in a clear and concise manner.
- Collaborate with stakeholders to define reporting requirements and ensure that reports meet their specific needs.
- Develop and maintain documentation for data sources, methodologies, and reporting processes.
- Collaboration and Support:
- Partner with Professional Services leadership to define data-driven strategies and objectives.
- Support project teams and consultants with data analysis to inform project planning, execution, and risk mitigation.
- Work closely with Customer Project Managers to identify at-risk customers and opportunities for proactive engagement based on data insights.
- Contribute to the development of data literacy within the Professional Services team.
Qualifications:
- Bachelor's degree in a quantitative field such as Data Science, Statistics, Mathematics, Economics, Computer Science, or a related discipline.
- 5 - 10 years of experience in a data analysis role, preferably within a Professional Services, SaaS, or technology-focused organization.
- Proven ability to collect, clean, analyze, and interpret complex datasets from various sources.
- Strong proficiency in data analysis tools and programming languages such as SQL, Python (with libraries like Pandas, NumPy, Matplotlib, Seaborn), and data visualization tools (e.g., Tableau, Power BI, Heavy.ai).
- Experience working with CRM systems (e.g., Salesforce), customer success platforms (e.g., Gainsight, ChurnZero), and other relevant business applications.
- Solid understanding of statistical concepts and methodologies.
- Excellent communication and presentation skills, with the ability to effectively convey technical findings to both technical and non-technical audiences.
- Strong problem-solving and critical-thinking skills with a keen attention to detail.
- Ability to work independently and collaboratively in a fast-paced environment.
- A strong understanding of Professional Services methodologies and customer lifecycle management is a plus.
Preferred Qualifications:
- Experience with data warehousing concepts and technologies.
- Familiarity with machine learning techniques and their application to business problems.
- Experience building and maintaining data pipelines using ETL tools.
- Certifications in relevant data analysis or business intelligence tools.
Benefits
We care deeply about each other and the work we do, and our perks are just one way we demonstrate this. We offer a comprehensive benefits package, including (but not limited to):
- 401(k) matching
- Unlimited PTO
- Employee Stock Purchase Plan options
- Health/dental/vision insurance coverage
- Wellness benefits (Calm app, gym reimbursement, ERG groups, etc)
- Employee Assistance Programs (EAP) (mental health, financial advice, legal guidance, and more)
- Fertility options
- Pregnancy support
- Pet insurance
- Enhanced parental leave
- Disability coverage
You will have the best hardware, software, and tools available for you to do your work, and we provide excellent flexibility for working remotely as time and responsibilities allow. To promote your success and growth, we offer tuition reimbursement, educational opportunities, and anti-racism and LGBTQIA+ resource libraries. Transit passes, team happy hours and activities, and gym reimbursements are only a few of the additional, outstanding perks available to you at Ookla!
As required by applicable Pay Transparency laws, Ookla provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. Some roles may include a target bonus or sales commission plan based on level of role. The base pay for this position ranges from $100,000/year up to $130,000/year in base salary.
If you’re passionate about joining the work we’re doing, we welcome your application and encourage applicants with both traditional and non-traditional experience that makes them an excellent candidate for the role. We strongly believe diversity of all kinds makes us better. We are an equal opportunity employer actively working to build an inclusive workforce at all levels of the company. [Read our latest diversity report from our parent company here.] Ookla is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other characteristic protected by law.
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