Customer Insights Analyst

Our client's Player Support organization is evolving to deliver transformative player experiences powered by data, insight, and product/operational excellence. As a Senior Player Support Analyst, you'll act as a strategic thought partner to leadership — interpreting complex data, uncovering meaningful correlations, and shaping recommendations that guide decisions across the global support ecosystem.
This role focuses on driving business reviews, connecting signals across the digital and operational funnel, and translating data into clear, actionable narratives. The ideal candidate brings analytical depth, strategic foresight, and a strong communication presence — combining storytelling and structure to influence senior stakeholders.

Key Responsibilities
Lead recurring business reviews:
Drive monthly and quarterly analysis cycles, distilling performance trends and operational insights for Player Support and leadership teams.
Connect upper and lower funnel performance:
Measure and interpret player behavior across the digital journey (in-client, web, GenAI chatbot) through to ticketing and agent-handled interactions.
Synthesize and model insights:
Combine large datasets and unstructured inputs into frameworks, models, and clear visual narratives that surface opportunities for improvement.
Uncover patterns and correlations:
Identify relationships between key performance metrics (e.g., contact rate, satisfaction, automation, staffing) to inform operational and product decisions.
Drive strategic recommendations:
Use data-driven storytelling to influence decisions on service design, automation levers, and player experience strategies.
Operate with high autonomy:
Work independently to identify emerging trends, anticipate needs, and proactively propose new analyses or perspectives.
Collaborate across functions:
Partner closely with Insights, Product, WFM, and Operations to ensure analytical alignment and integrated planning.
Support forecasting and planning:
Contribute to capacity models, cost-to-serve analysis, and longer-term scenario planning through structured data insights.

Required Qualifications
Background in management consulting, strategy, or operations within technology, gaming, or service environments
Bachelor's degree in Statistics, Economics, Engineering, Business Administration, or a related field
5+ years of experience in business analytics, operations strategy, or a data-driven business function
Strong analytical and problem-solving capability with a data-obsessed mindset
Proven storytelling and synthesis skills — able to convert complex data into structured, visual, and compelling insights
Demonstrated strategic thinking and leadership presence — comfortable engaging with senior stakeholders and influencing direction
Proficiency in SQL, Python, and Tableau (or equivalent BI tools)
Ability to work with high autonomy and manage competing priorities in a dynamic environment
Flexible to collaborate across multiple time zones and global teams

Preferred Qualifications
Experience in player support, digital experience, or CX analytics
MBA or relevant post-graduate degree
Familiarity with Databricks, Google Analytics, or Redshift
This role requires working onsite 5 days a week from our offices