Data Analyst II - CX Analytics

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!

DESCRIPTION

At Sinch, we drive growth by building products our customers love. As part of the Customer Experience Analytics (CXA) team, you’ll turn customer interaction data into insights that help Product, Engineering, and other teams improve acquisition, expansion, and retention.

In this mid-level role, you’ll work with global teams to map the customer journey and translate user behavior into clear, actionable insights. You’ll partner closely with Product Managers, Engineering Managers, Software Engineers, and Customer Success teams, using tools such as RudderStack, Snowflake/BigQuery, dbt, and Looker/Tableau.

Main Responsibilities

• Product Events & Data Schemas: Collaborate closely with Product and Engineering teams to define and implement tracking plans. You will help design robust data schemas and govern product events generated at the source, ensuring high-quality data collection through Customer Data Platforms (CDPs).
• Customer Journey & Behavioral Analysis: Deep-dive into user behavior using product analytics platforms and SQL to pinpoint "Aha! moments", analyze onboarding funnels, and map the complete customer journey to unlock product-led expansion and acquisition opportunities.
• Insights and Reporting: Empower stakeholders with self-service tools and actionable insights. Develop and maintain dashboards that track product performance, feature success, and customer health scores.
• Data Model Development: Create, refine, and maintain performant, clean, and trusted data models to support both our internal product decisions and the analytics experiences embedded for Sinch customers.
• Collaboration and Integration: Act as a strategic partner to Product and Engineering leadership, synthesizing cross-product insights and connecting platform usage data to strategic business outcomes.
• Spreading Data Culture: Train and enable primary stakeholders to use self-serve analytics platforms autonomously, increasing data-informed decision-making across the organization.

REQUIREMENTS

• Experience in Data Analytics, Product Analytics, or a similar role, with a proven track record of solving business/product problems through data.
• Strong proficiency in SQL for analyzing large structured datasets and building data models.
• Familiarity with Looker or similar tools;
• Experience mapping and analyzing the customer journey (conversion funnels, retention, cohort analysis, and user behavior).
• A bachelor’s or master’s degree in a quantitative or business subject (e.g., Computer Science, Mathematics, Engineering, Economics, or similar).
• Advanced fluency in English, both verbal and written.

Big plus!

• Solid understanding of event-driven tracking, product events architecture, and data schemas (experience with CDPs like RudderStack or Segment is highly expected).
• Hands-on experience with product analytics platforms (e.g., Amplitude, Mixpanel).
• Experience building and maintaining data models using dbt and cloud data warehouses (Snowflake, BigQuery).
• Experience working in a global company with colleagues and partners across multiple time zones.
• Telecom, CPaaS, or B2B SaaS experience.

BENEFITS

STAY HEALTHY: We cover 100% of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde.

FLEXIBLE BENEFITS: With the Caju flexible benefit card, our Sinchers can choose to use benefits on food, education, and home office assistance.

FAMILY FIRST: Our Sinchers can enjoy paid maternity leave for 180 days and paternity leave for 30 days. Plus, we provide daycare assistance for kids up to five years old.

EVERYDAY WELLBEING: We partner with Wellhub to help Sinchers access gyms and wellness options.

SECURE YOUR FUTURE: Our Partnership with Prudential life insurance provides coverage for all Sinchers in the events of unexpected absences, serious illness, accidents, and disabilities.

DIVERSITY AND INCLUSION: We offer annual reimbursements for certain expenses related to disabilities and/or transgender needs.

TAKE A BREAK: Our Sinchers can take a day off on their birthday to celebrate with their loved ones.

OUR HIRING PROCESS

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us!

Sinch is a global customer engagement platform that provides communication services for businesses across messaging, voice, and email. Sinch's services are used by more than 150,000 businesses, including many of the world's largest tech companies.

Through strategic acquisitions and fast organic growth, Sinch has turned into an international powerhouse serving enterprises across the globe and handling over 700 billion engagements per year. In fact, independent analysts say we're a CPaaS leader!