Analytics Engineer

Role overview

This role turns conversation, resolution, handoff, and conversion data into reliable reporting for customers and internal decision-makers. You will combine analytics engineering, metric definition, investigation, and privacy-minded data handling to make product and business performance easier to understand.

Responsibilities

• Build trustworthy, queryable models from conversation and customer-journey data.
• Create customer-facing reporting for resolution rate, deflection, and revenue influence.
• Define and maintain consistent metrics for activation, retention, and expansion.
• Investigate analytical questions that arise during planning and prioritisation.
• Explain the meaning, limitations, and appropriate use of reported figures.
• Apply suitable privacy controls when working with customer conversation content.

Requirements

• At least three years of experience in analytics engineering, data engineering, or a closely related role.
• Strong SQL skills and practical experience with dimensional modelling.
• Experience producing reporting that non-technical users depend on.
• Ability to communicate analytical definitions and caveats clearly.
• Careful, responsible treatment of sensitive customer data.

Nice to have

• Experience with product analytics instrumentation and event design.
• Familiarity with SaaS measures such as net revenue retention and cohort analysis.
• Experience using dbt or a comparable data transformation tool.