Data Analyst - CX & AI (d/f/m)

Data & Systems
Full Time
Berlin, Munich, Dublin
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Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one?

This role requires 2 days per week in the office and is based in Munich, Berlin, or Dublin.

The Data Analyst - CX & AI reports directly to the Head of Customer Analytics and sits within the Analytics department of Personio's broader Data team. This role sits at the intersection of traditional BI, prescriptive analytics, and AI automation. This is not a dashboard-builder role. It is a role for someone who can combine deep customer understanding with hands-on AI tooling to generate insights, automate analytical workflows, and directly influence CX decisions.

This role bridges two worlds: the analytical rigour of a data scientist and the systems thinking of an AI automation specialist. You will work closely with Customer Support, Professional Services, CX Ops and COO Office to turn customer data into decisions, faster and at a greater scale than traditional BI allows. Critically, you will own direct relationships with CX leadership, bringing a genuine point of view on what levers can be pulled to improve efficiency, Customer Experience, accelerate customer time-to-value and ultimately reduce churn.


Role Responsibilities: What you'll do

  • Own direct relationships with CX leadership, acting as a trusted analytical partner who understands the customer and business requirements, not just the data

  • Own end-to-end analytical coverage of CX metrics: onboarding health, CSAT trends, support patterns and CX IC KPIs

  • Partner with CX Operations and Product to define the single source of truth for key CX metrics

  • Proactively surface anomalies, risks, and opportunities, not just when asked, but with a clear point of view on what to do about them

  • Design and run LLM-powered analytical workflows using Claude, GPT, or similar, including unstructured data analysis across CX notes, support tickets, and customer feedback

  • Build automated reporting and alerting pipelines, replacing manual analytical tasks with intelligent, scheduled workflows

  • Develop self-serve AI-powered tools that allow CX stakeholders to query customer data in natural language

  • Maintain and improve dbt models that power CX reporting

  • Document methodologies, define metric definitions, and maintain data dictionaries

Role Requirements: What you need to succeed

Must haves

  • Experience with at least one BI tool: Tableau, Looker, or equivalent

  • Exposure to CRM or CX platform data (Salesforce, HubSpot, Gainsight, or equivalent)

  • Strong communication skills, able to translate complexity into clear narratives for non-technical audiences

Great to have

  • Python for analytical automation (pandas, data manipulation, API calls)

  • Experience building automation workflows in n8n, Zapier, or Make

  • Experience in a B2B SaaS environment, ideally with exposure to CX or Customer Support functions

  • Prior work with health scoring, NPS/CSAT analysis, or customer lifecycle modelling

Why Personio

Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.

At Personio, we value in-person collaboration while also offering flexibility. This role is office-based, with 3 days per week required in your contracted office location. The remaining days can be worked from home or in the office if you prefer. In addition, you’ll have 20 Flex Days per year to work remotely from other locations. Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:

  • Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity

  • Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years

  • Make an impact on the environment and society with 1 (fully paid) Impact Day

  • Receive generous family leave, child support, mental health support, and sabbatical opportunities

  • We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch.

Apply now