Business Data Analyst

Join Vonage and help us innovate cloud communications for businesses worldwide! Business Data Analyst (Customer Success & Support) Location: Spain (Hybrid) Role Overview We are looking for a data-driven, analytical, and forward-thinking Business Data Analyst based in Spain to partner closely with our Global Customer Success (CS) and Customer Support teams. In this role, you will be the bridge between raw data and actionable strategy. Your primary mission will be to design, build, and manage cutting-edge dashboards that provide clear visibility into team performance. You will serve two critical audiences: supplying frontline teams with tactical, day-to-day operational insights, and providing senior leadership with high-level, strategic performance monitoring. Additionally, you will help us leap into the future of analytics by leveraging modern AI-driven reporting solutions . Key Responsibilities Dashboard Development & Management: Design, build, and maintain robust, scalable dashboards that track key performance indicators (KPIs) for both Customer Success and Support teams. Operational & Executive Reporting: Create real-time, tactical views for managers to monitor daily ticket volumes, response times (SLA), customer health scores, and team capacity. Develop high-level executive summaries and narrative reports for senior leadership to track long-term trends, churn risks, and ROI. AI-Driven Analytics: Implement and manage AI reporting solutions (e.g., automated anomaly detection, predictive churn modeling, sentiment analysis on support tickets, or conversational analytics tools) to uncover proactive insights. Data Pipeline & Quality Assurance: Partner with Data Engineering to ensure data accuracy, clean pipeline integrations (from CRM/Support tools like Salesforce, Zendesk, Planhat), and a single source of truth. Insight Generation & Collaboration: Don’t just build dashboards—tell the story behind the data. Conduct deep-dive analyses to identify bottlenecks in the cust