Senior Data Analyst (Customer Experience)

Your main responsibilities:

-Take full ownership of the Customer Experience data infrastructure, ensuring data integrity and alignment across operational reporting.

-Oversee and audit performance-based incentive systems to ensure precise bonus and reward calculations.

-Continuously monitor productivity metrics and Average Handle Time (AHT) to streamline service efficiency.

-Analyze agent performance to identify operational bottlenecks and uncover high-impact cost-saving opportunities.

-Oversee the development, maintenance, and scaling of automated reporting dashboards for real-time visibility.

-Convert complex datasets into clear, actionable business insights and strategic recommendations for executive leadership.

-Develop, fine-tune, and implement AI tools to automate routine data processing and enhance predictive modeling within the CX domain.

This is the right job for you, if you:

-Have 4+ years of independent experience as a Data Analyst or in a highly similar analytical role.

-Are highly proficient in SQL for advanced data manipulation and analysis.

-Possess practical expertise in data visualization tools (such as Tableau, Data Studio).

-Have an investigative nature and the ability to break down complex problems, conduct deep-dive analysis, and deliver clear conclusions.

-Demonstrate strong communication skills to effectively interface with business units - from initial problem formulation to presenting intuitive results and strategic recommendations.

-Share a genuine passion for continuous learning, upskilling, and expanding your professional knowledge (especially in the area of AI).

-Are fluent in English (at least B2 level).

What we offer:

-Maternity cover contract for approx. 2 years.
- Flexible working hours in the hybrid model (4/1) - our hours can start between 7:00 a.m. and 10:00 a.m. We also have 30 days of occasional remote work.
- Annual bonus based on your annual performance and company results.
- Well-located offices (with e.g. fully equipped kitchens, bicycle parking, terraces full of greenery) and excellent work tools (e.g., raised desks, ergonomic chairs, interactive conference rooms).
- A 16" or 14" MacBook Pro or corresponding Dell with Windows (if you don't like Macs) and all the necessary accessories.
- A wide selection of fringe benefits in a cafeteria plan - you choose what you like (e.g., medical, sports or lunch packages, insurance, purchase vouchers).
- English classes that we pay for related to the specific nature of your job.
- A training budget, inter-team tourism (more here), hackathons, and an internal learning platform where you will find multiple trainings.
- An additional day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
- Social events for Allegro people - Spin Kilometers, Family Day, Fat Thursday, Advent of Code, and many other occasions we enjoy.

And that's just the beginning! You can read more about the benefits here.

#goodtobehere means that:
- You will join a team you can count on - we work with top-class specialists who have sharing knowledge and experience in their DNA.
- You will love our level of autonomy in team organization, the space for continuous development, and the opportunity to try new things. You get to choose which technology solves the problem and you are responsible for what you create.
- You will value our Developer Experience and the full platform of tools and technologies that make creating software easier. We rely on an internal ecosystem based on self-service and widely used tools such as Kubernetes, Docker, Consul, GitHub, and GitHub Actions. Thanks to this, you can contribute to Allegro from your very first days on the job.
- You will be equipped with modern AI tools to automate repetitive tasks, allowing you to focus on developing new services and refining existing ones (also leveraging AI support).
- You will create solutions that will be used (and loved!) by your friends, family and millions of our customers.
- You will meet the Allegro Scale, which starts with over 1000 microservices, an open-source data bus (Hermes) with 300K+ rps, a Service Mesh with 1M+ rps, tens of petabytes of data, and production-used machine learning.
- You will become part of Allegro Tech - We speak at industry conferences, cooperate with tech communities, run our own blog (it's been over 10 years!), record podcasts, lead guilds, and we organize our own internal conference - the Allegro Tech Meeting. We create solutions we love (and can) to talk about!

Send us your CV and… see you at Allegro!