Data Analyst – Customer Analytics

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Lead comprehensive analytics workstreams for designated GXG customer projects, from defining requirements to delivery, communicating insights, and providing optimization recommendations.

• Design, construct, and uphold measurement frameworks that establish KPIs, success metrics, and performance benchmarks for government digital communication initiatives.

• Oversee the architecture, development, and enhancement of dashboards and reporting solutions that integrate various data sources.

• Ensure data accuracy, reliability, governance, and address data quality issues across reporting systems.

• Define and advocate for analytics standards, reporting methodologies, and best practices in data governance.

• Make autonomous decisions regarding analytical strategies, metrics frameworks, visualization techniques, and tool architectures.

• Develop and maintain SOPs, analytics playbooks, reporting specifications, and documentation for the knowledge base.

• Act as the primary analytics liaison for customer projects; facilitate requirements sessions and communicate findings and recommendations to both technical and non-technical audiences.

• Mentor and guide junior analysts; conduct peer reviews and ensure quality assurance of deliverables.

• Assess and implement emerging analytics techniques, AI-driven tools, and productivity technologies.

• Lead Agile ceremonies, including sprint planning, backlog refinement, retrospectives, and stand-up meetings.

• Identify opportunities to enhance customer program outcomes and service delivery through data-driven insights.

⛳️ Requirements

• 4–6 years of experience in roles such as data analyst, analytics engineer, digital analyst, or reporting analyst within a professional services, agency, or technology setting.

• Proven track record of managing analytics workstreams, measurement frameworks, or reporting infrastructures.

• Advanced proficiency in SQL, including complex query creation, data modeling, performance optimization, and manipulation of multi-source datasets.

• Expert-level knowledge in at least one major BI platform: QuickSight, Tableau, Power BI, or Looker.

• Experience in designing measurement strategies or analytics frameworks, which includes KPI definition and performance benchmarking.

• Proven experience in presenting analytical findings and recommendations to senior or executive-level stakeholders, including government clients.

• Familiarity with cross-channel measurement design, having worked across email, web, surveys, CRM, and social media channels.

• Experience in mentoring or coaching junior analysts, including structured peer review processes or quality assurance.

• Familiarity with AI-assisted analytics tools and productivity platforms, utilized responsibly within data governance frameworks.

• Experience with Agile/Scrum methodologies in an analytics or data-related context.

• Bachelor's degree in Analytics, Data Science, Statistics, Information Systems, Marketing, Business, or a related field, or equivalent practical experience.

• Preferred: experience in a digital agency, GovTech, or analytics roles involving government clients.

• Preferred: knowledge of government digital communications programs.

• Responsible for maintaining the confidentiality, integrity, and availability of Granicus information assets.

• Accountable for ensuring the privacy of employee and customer data and completing necessary privacy training.

🏝️ Benefits

• Remote-first work environment.

• Globally distributed workforce.

• Employee Resource Groups.

• Coffee with Mark sessions featuring the CEO.

• Microsoft Teams communities centered on wellness, art, pets, family, and parenting.

• Special guest sessions addressing issues impacting employees.