Customer Insights Analyst

hace 20 horas

Ciudad de México, Ciudad de México Tential Solutions A tiempo completo

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

  • Research & Insights Analyst

    hace 2 semanas

    Ciudad de México, Ciudad de México Tá Consulting A tiempo completo

    Research & Insights AnalystEstamos en la búsqueda de un Research & Insights Analyst para unirse al equipo de uno de nuestros clientes de Marketing Digital en México. Será responsable de transformar datos complejos en insights claros sobre comportamiento del consumidor y percepción de marca, impulsando decisiones estratégicas para los...

  • Performance and Insights Analyst

    hace 2 semanas

    Ciudad de México, Ciudad de México PepsiCo A tiempo completo

    Overview We Are PepsiCo   Join PepsiCo and Dare for Better We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place.   Being part of PepsiCo means being part of one of the largest food and beverage companies in the world,...

  • Data Insights Analyst

    hace 3 días

    Ciudad de México, Ciudad de México Global Payments Inc. A tiempo completo

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing...

  • Research Analyst

    hace 1 semana

    Ciudad de México, Ciudad de México Insights Driven Research A tiempo completo

    About IDR Insight Driven Research (IDR) is a global, tech-enabled insights platform connecting more than 1,000,000+ industry leaders across multiple sectors and regions. We partner with consulting firms, life sciences organizations, financial institutions, and corporate clients to deliver expert perspectives that fuel strategic, data-driven decisions. The...

  • Customer Success Specialist

    hace 2 semanas

    Ciudad de México, Ciudad de México Customer Intelligence Inc. A tiempo completo

    ABOUT USCustomer Intelligence Inc. is a professional consulting and marketing services company that offers innovative solutions to help our clients achieve sustainable growth. Although CI specializes in the financial sector, we also collaborate with clients across various segments, including payment brands, processing systems, and businesses throughout Latin...

  • Customer Supply Chain Analyst

    hace 1 semana

    Ciudad de México, Ciudad de México TE Connectivity A tiempo completo

    At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.  Job Overview The Customer Supply Chain Analyst will be a key member of TE Connectivity's Customer Collaboration and CPFR team, focusing on improving visibility and demand alignment across our...

  • Customer Supply Chain Analyst

    hace 20 horas

    Ciudad de México, Ciudad de México TE Connectivity A tiempo completo

    At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.  Job Overview The Customer Supply Chain Analyst will be a key member of TE Connectivity's Customer Collaboration and CPFR team, focusing on improving visibility and demand alignment across our...

  • Business Intelligence

    hace 19 horas

    Ciudad de México, Ciudad de México Customer Intelligence Inc. A tiempo completo

    SOBRE NOSOTROSEnCustomer Intelligence Inc.somos una firma de consultoría profesional especializada en el sector financiero y bancario. Brindamos servicios de vanguardia combinando consultoría de gestión, tecnología y analítica de datos para ayudar a nuestros clientes a crecer y transformarse.Trabajamos con marcas de pago, procesadoras, sistemas de...

  • SS&A Analyst Mexico

    hace 20 horas

    Ciudad de México, Ciudad de México SharkNinja的SS&A Analyst Mexico職位申請 A tiempo completo

    About Us SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people's lives in homes around the world. , the company has a proven track record of bringing disruptive innovation to market, and developing one consumer product after another has allowed SharkNinja...

  • BI Analyst

    hace 2 semanas

    Ciudad de México, Ciudad de México Activate Talent A tiempo completo

    Client OverviewOur client is one of the fastest-growing lifestyle and apparel brands in the U.S., built on a foundation of mental wellness, community, and thoughtful design. With ambitious plans to scale beyond the $1B mark, the company is investing heavily in a modern data infrastructure that empowers smarter, faster, and more human-centered decision-making...