Senior Data Analyst Lisboa

Senior Data Analyst
Lisboa
Lisboa, Lisboa, Portugal

Department:

CX Analytics

Employment Type:

Full Time

Location:

Remote

Reporting To:

Anton Filimonov

Description

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.

Key Responsibilities

• 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.
• 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.

Skills, Knowledge & Expertise

• 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).