Customer Insights & Performance Analyst

Join our ambitious team as a Customer Insights & Performance Analyst and help build the future of customer operations through data-driven impact! At Product Madness, outstanding experiences are delivered to bring happiness to millions of players, and smart insights are at the heart of making that happen. This role is pivotal, combining operational performance reporting with behavioural and cohort analysis to strengthen service efficiency, advance automation maturity, and elevate customer engagement efficiency across Customer Operations, Automation, and Engagement initiatives.

Work mode: hybrid – 3 days per week from the Wave Office in Gdansk or Unity Office in Krakow.

What You'll Do

• Own reporting across SLA, critical issues and service stability

• Analyse automation performance including containment, resolution and workflow trends

• Identify drivers of repeat contact and inefficiencies

• Partner with Automation and Operations to optimise workflows using data

• Support cohort modelling and segmentation across the customer lifecycle

• Analyse behavioural patterns impacting retention, support volume or engagement

• Translate interaction data into actionable insights

• Produce structured performance summaries for engagement initiatives where applicable

• Measure behavioural and operational impact

• Provide attribution clarity and feedback loops into Operations

• Build and maintain dashboards in Looker and Redash

• Write and maintain SQL queries to support reporting needs

• Reduce reactive reporting requests through structured visibility

• Support QBR and MBR reporting requirements

What We're Looking For

• Strong SQL capability

• Experience using Looker and/or Redash

• Comfortable building dashboards from raw data

• Ability to translate business questions into structured queries

• Clear communication of insights to non-technical partners

• Experience in customer support or lifecycle environments preferred

Work mode: hybrid – 3 days per week from the Wave Office, Aleja Grunwaldzka 347, 80-309 Gdansk, Poland.

Why Product Madness?

As part of the Aristocrat family, we share their mission of bringing joy to life through the power of play, with a world-class team who creates top-grossing, leading titles in the social casino genre, including Heart of Vegas, Lightning Link, Cashman Casino. With 800 team members across the globe, Product Madness is headquartered in London, with offices in Barcelona, Gdańsk, Lviv, Montreal and a remote team spanning the USA, making us a truly global powerhouse.

We live by our People First principle. Regardless of where, when, or how they work, our team members have opportunities to elevate their careers, and grow alongside us. We take pride in fostering an inclusive culture, where our people are encouraged to be their very best, every day. But don’t just take our word for it. In 2024, we made the Global Inspiring Workplace Awards list, and won a bronze award at the Stevies for Great Employers in the ‘Employer of the Year - Media and Entertainment’ category.

So, what’s stopping you?

Travel Expectations

Additional Information