Data Analytics/Insights Analyst/Storyteller

Job Requisition ID #

26WD99766

Principal Data Analyst, Customer Technical Success

Position Overview

As a Principal Data Analyst in Customer Technical Success (CTS), you will help improve Autodesk’s Digital Support experience. You’ll analyse how customers use digital and assisted support, identify where they succeed or encounter friction, and turn evidence into recommendations that improve customer outcomes and support operations.

You’ll lead ambiguous analytical problems independently, using SQL, modern analytical methods and approved AI tools. You’ll assess data quality and uncertainty, and explain what the findings mean for support demand, productivity and business decisions.

You’ll join the CTS Data & Analytics team, which supports the global CTS organisation. You’ll report to the Manager, Data Analytics. This hybrid role includes regular office attendance, ideally weekly in the Dublin office.

Key Responsibilities

• Partner with senior leaders to frame high-value business questions, define success measures and influence decisions through evidence.

• Analyse customer journeys across self-service, search, chat and assisted support to understand adoption, friction, resolution and escalation.
• Lead analysis from problem definition and data discovery through to recommendations.
• Use advanced SQL to combine and validate complex data, including new or fragmented sources.
• Assess how Digital Support initiatives affect customer outcomes, support demand and productivity.
• Develop trusted measures and explain metric definitions, data quality and model limitations.
• Use approved AI and GenAI tools to explore support data and speed up analysis, validating outputs with sound judgement.
• Communicate findings clearly and challenge assumptions when the evidence points to a more useful question or outcome.

Minimum Qualifications

• 8+ years of experience in data analytics or a related field, including ownership of complex analytical problems.

• Experience analysing digital customer support journeys using Intercom (Fin AI) or a comparable customer-support or conversational AI platform.
• Strong SQL skills and experience working independently with large or complex datasets.
• Ability to assess how digital and human support affect customer outcomes.
• Ability to solve ambiguous problems and turn findings into actionable recommendations.
• Experience assessing data quality, uncertainty and evidence limitations.
• Experience using AI or GenAI tools in analytical workflows, with the ability to evaluate and validate outputs.
• Strong stakeholder management, communication and data storytelling skills for technical and non-technical audiences.
• Experience with BI or data visualisation tools, such as Power BI.
• Bachelor’s degree in a STEM discipline or equivalent practical experience.

Preferred Qualifications

• Experience in product, digital, web or customer journey analytics.
• Experience with behavioural or event-level data, self-service, search, chatbots or virtual assistants.
• Experience supporting Customer Support, Customer Success or similar organisations.
• Python or another analytical scripting language.
• Salesforce or Snowflake experience.

Learn More

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. For Ireland based roles, we expect a starting base salary between 72,000 EUR and 105,600 EUR Annual. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.