Senior Data Analyst, Customer Experience Lisboa

Senior Data Analyst, Customer Experience

Department: CX Analytics

Employment Type: Full Time

Location: Remote

Reporting To: Anton Filimonov

About The Role

As a Customer Experience (CX) Data Analyst, you will play a central role in transforming how we support our customers by leveraging data, automation, and AI. You’ll empower teams with insights, optimize support operations, and
- create intelligent workflows with LLM agents. This role blends analytics, process optimization, and LLM integration to drive smarter, faster, and more
- centered support experiences.

What you’ll do

Data Analysis & Insights

• Analyze
  - scale datasets related to agent performance, support interactions and QA.
• Write optimized SQL queries using tools like Big
  Query and Click
  House.
• Build dashboards in Tableau, Metabase.
• Detect behavioral and performance trends among agents and support teams.
• Partner with QA to identify root causes in agent behavior and customer issues.

LLM Agent Development & Evaluation

• Design and test LLM agents embedded in support flows.
• Implement evaluation pipelines (manual + automatic) for LLM response quality using semantic similarity and completion metrics.
• Collaborate with AI/ML teams to monitor and improve the performance of LLM agents over time.
• Collaborate with Dev teams, request features to enhance LLM agents.
• Collaborate with Tools & Processes team to enhance the knowledge base for LLM agents.

Automation & Workflow Optimization

• Work with Airflow and Python to automate data tasks and support workflows.
• Suggest and
  - build improvements in agent tooling, ticket routing, and SLA tracking.
• Translate business inefficiencies into trackable metrics and measurable outcomes.

Cross-Functional Collaboration

• Act as an analytical partner to Operations, Support Management, QA, and Training.
• Work with Data Engineering to ensure clean, accurate, and
  - modeled data pipelines.
• Communicate findings clearly through presentations, visualizations, and concise documentation.

What you’ll need

• 3+ years of experience as a data analyst in a
  - paced,
  - heavy environment.
• Advanced SQL skills (preferably in Big
  Query and/or Click
  House).
• Proficiency in Python for data analysis, automation, and integration tasks.
• Experience with data visualization tools (e. g. Tableau, Metabase, Looker).
• Understanding of Airflow, DAG orchestration, and modern data pipelines.
• Experience with LLM agents, prompt engineering, and Open
  AI API usage.
• Ability to translate business questions into structured, testable hypotheses.
• Strong presentation and storytelling skills; able to communicate with technical and
  - technical stakeholders alike.
• Upper-Intermediate or higher English proficiency (spoken and written).

Job Benefits

Relocation and Employment

We offer remote work from anywhere in the world (our schedule is based on Dubai time though) and are happy to work out an individual relocation plan for you. Our employees have the opportunity to choose a country for registration: at the moment those are Armenia, Georgia, Serbia, Portugal, Spain, UAE.

What You Can Expect

• We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.
• A working environment that gives you autonomy and responsibility from day one.
• You should be comfortable with the idea that the quality of your work will influence the shape of your career.
• Participation in the company’s employee stock options program.

We are passionate about creating an inclusive,
- performing workplace that gives people from all backgrounds the support they need to thrive, grow, and meet their goals (whatever they may be).

If this sounds exciting to you, we’d love to hear from you!