Customer Intelligence Analyst

Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services.

Title: Customer Intelligence Analyst

Base location: Belfast, Northern Ireland (Hybrid)

Thales:

Thales is an analyst-recognized, cybersecurity leader—championing the fight to secure data and applications wherever they reside. Once deployed, our solutions proactively identify, evaluate, and eliminate current and emerging threats, so you never have to choose between innovating for your customers and protecting what matters most. Thales—Protect the pulse of your business. Learn more: www.thalesgroup.com

Summary:

Imperva, A Thales Company is seeking a passionate Customer Intelligence Analyst to support our Customer Success organization.
This role will identify customer intelligence within our business and make this actionable for Customer Success teams and business leaders. It will solve problems, think strategically, learn the business, and make an impact through data findings and recommendations. Specifically, this person will partner closely with our Customer Success Management team and will be responsible for building out, maintaining and constantly improving operational process and reporting via our Customer Success platform and other tools, gathering data and completing analyses to drive improved outcomes for the team and ultimately for our customers. They will be responsible for conducting research, analysing the results and translating findings into easy-to-understand reports and presentations for project and organizational leaders.
 

Responsibilities

• Research and develop new customer intelligence, driving meaningful action through data

• Create, maintain and constantly improve operational processes for Customer Success teams

• Conduct data analysis projects to derive insights and actions from product and customer usage data in order to:

  • Improve our customer experience.

  • Predict customer churn.

  • Drive customer retention and expansion

  • Improve Imperva’s products and services.

  • Interpret, summarize, and present data findings with recommendations to key stakeholders.

• Perform implementation and administration duties with Customer Success platform, Planhat and other relevant tools

• Engage with Customer Success teams to provide enablement on tools and process while identify new requirements

• Identify and address data quality issues – drive improved data quality in all activities related to the Customer Success Management Team.

• Collaborate with stakeholders to understand analytics needs, set priorities, and work on multiple projects simultaneously.

• Collaborate on cross-functional projects and AI initiatives

• Work on system integration and data ingestion activities

Job Requirements

• Bachelor’s degree in Statistics, Mathematics, Data Science, Computer Science or a related field or equivalent experience in data and business analytics required.

• 5+ years of experience in a data analytics role 

• Strong analytical thinking and problem-solving skills.

• Demonstrated proficiency with Tableau, and/or Power BI

• Demonstrated proficiency with Salesforce, Customer Success tools or another CRM.

• Proficient in python, or other relevant scripting language

• Detail oriented and analytical with the ability to quickly identify issues and drive resolution.

• Ability to use data to identify trends, interpret data and persuasively recommend improvements and optimization options.

• Ability to manage multiple projects at the same time in a fast-paced environment.

• A highly productive self-starter with a strong work ethic, strong attention to detail

• Experience working cross-functionally and influencing others.

• Strong verbal and written communication skills and ability to work well in a distributed team environment.

Rewards:
Thales offers a competitive compensation package that includes base salary, medical, flexible time off and more. It’s an exciting time to work in the security space. Check out our products and services at www.thalesgroup.com and career opportunities at www.thalesgroup.com/careers
 

Applicants must be legally authorized to work in the UK at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future.

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At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here.

We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here.

If this role isn’t quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here.

Join Thales in the UK – Innovate with us and shape the future!