Customer Insights & Performance Analyst

Join our ambitious team as a Customer Insights & Performance Analyst and help build the future of customer operations through data-driven impact! At Product Madness, outstanding experiences are delivered to bring happiness to millions of players, and smart insights are at the heart of making that happen. This role is pivotal, combining operational performance reporting with behavioural and cohort analysis to strengthen service efficiency, advance automation maturity, and elevate customer engagement efficiency across Customer Operations, Automation, and Engagement initiatives.

What You'll Do

• Own reporting across SLA, critical issues and service stability

• Analyse automation performance including containment, resolution and workflow trends

• Identify drivers of repeat contact and inefficiencies

• Partner with Automation and Operations to optimise workflows using data

• Support cohort modelling and segmentation across the customer lifecycle

• Analyse behavioural patterns impacting retention, support volume or engagement

• Translate interaction data into actionable insights

• Produce structured performance summaries for engagement initiatives where applicable

• Measure behavioural and operational impact

• Provide attribution clarity and feedback loops into Operations

• Build and maintain dashboards in Looker and Redash

• Write and maintain SQL queries to support reporting needs

• Reduce reactive reporting requests through structured visibility

• Support QBR and MBR reporting requirements

What We're Looking For

• Strong SQL capability

• Experience using Looker and/or Redash

• Comfortable building dashboards from raw data

• Ability to translate business questions into structured queries

• Clear communication of insights to non-technical partners

• Experience in customer support or lifecycle environments preferred

Work mode: hybrid – 3 days per week from the Wave Office, Aleja Grunwaldzka 347, 80-309 Gdansk, Poland.