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Lead Insight Analyst - Customer Success

  • Data
  • Full time
  • R-0002583

Description

We’re Dojo

Since launching Dojo in 2019 to address business owners’ pain points across the UK, we’ve seen incredible growth as a scaling fintech, welcoming over 60,000 new customers and growing the Dojo team to 900+ people across five locations. In that time, we’ve also introduced Dojo Virtual Queues & Bookings and the Dojo restaurant finder app, formerly known as WalkUp and loved by 600 restaurants and 600,000 diners across the UK. Find out more about the journey we’ve been on here

Today, we work towards our mission to empower businesses to thrive in the Experience Economy by creating the tools and technology that turn transactions into meaningful relationships. For our business customers, that means fast funding, the fastest payments, smart integrations, and efficient virtual queues & bookings - all with instant insight across the board. For over 600,000 diners across the UK, that means getting seated at their favourite restaurants in just a couple of taps on the Dojo app. Whether it’s for busy business owners or hungry diners, every Dojo product is built to address real customer pain points by our dedicated teams in London, Bristol, Hull and Belfast. 

The Role
This is your chance to embed within one of our tribes to take their data-driven decision making to the next level. You will be the in-house expert on all things data - from gathering business requirements & problem statements to proactively driving solutions by taking stakeholders on a data-backed decision making journey.

If you’re the kind of person who loves to sit in the sweet spot of harnessing the power of data and technology, delivering rigorous scientific insights and having a direct impact on the digital landscape - this is the role for you. 

What will you do…

  • Being customer-first is our primary ethos and you’ll be at the vanguard of this. Bringing our customers to life across our Customer Success Tribe to provide a proactive view of business performance that helps drive strategic decision making and moves the needle forward

  • You’ll lead a team of Analysts whose main objective is to drive decision-making forward through actionable insights, data-backed strategy, and hypothesis testing. You’ll be about creating the best customer experiences through enhancing all of our touchpoints

  • You’ll shape the direction of the customer data organisation through the adoption of new best-in-class data sources, services and tools to ensure we’re staying ahead

  • Collaborate with interdisciplinary teams to define, refine, and measure KPIs which contribute to the Tribes mission

  • You’ll act as an expert mentor and develop and lead training and workshops to raise the standards of our utilisation of data across the company. Whether it’s training analysts on automating their workflows or business units on how to use self-service tools, you’ll be raising the bar

What you will bring…

  • You’re willing to travel to our Bristol customer contact center at least once per week

  • You have experience working with Customer Success organisations and understand the toils of a Customer Service Advisor

  • You have led an analytics team before and know how to shape analysts into becoming the most impactful and strategic influencers

  • You have an understanding of predictive and prescriptive analytical concept, whilst being solutions-oriented with the vision to anticipate how inefficient processes might become problematic at scale

  • You’re the commercially-minded person in the engineering discussion and the person pointing out the technical considerations in the meeting of business people

  • You have strong visualisation and analytical skills, and are able to use platforms such as Looker to derive insights and do situational scenario solving


Our Technology Stack…

  • GCP

  • BigQuery / Snowflake

  • DBT

  • Segment & Snowplow 

  • Looker

  • Scripting languages: SQL/Python/R

Our values

At Dojo, we’re curious . We have an insatiable desire to learn and innovate. And we’re relentless . We persevere even when it’s easier not to. But, we’re nothing without our customers, who drive everything we do. From day one, Dojo was built on real customer pain points and every one of us is customer-obsessed

Creating a more diverse, equitable and inclusive Dojo

Dojo’s 60,000+ customers reflect the diversity of the UK High Street. Building diverse teams that are representative of that to develop and deliver our business strategy is fundamental to continuing to create innovative products at Dojo. As a result, together, we achieve better outcomes for our customers and for Dojo. 

Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you.

We pride ourselves on fostering a sense of community, which is only made stronger by each individual at Dojo, so you'll have the opportunity to meet a variety of people across levels, teams, and experiences throughout the interview process. 

Find out more about our benefits and what it’s like to work at Dojo at https://www.dojo.careers

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