Data & Platform Analytics Lead

Hybrid in London·Added today (last checked 26 Oct)

Puzzel

4 open roles

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Our summary

Salary: £80,000 - £90,000 a year
About £4,750 - £5,230 a month after tax.
Work mode: Hybrid, London

Skills

Nice to have

The role

About Puzzel 🔍

We're the AI-native customer experience platform built in Norway, trusted across Europe, and growing fast. For 25 years we've helped contact centres deliver faster, more human service - without the clutter or complexity. Today we're #1 in the Nordics, scaling rapidly in the UK and the Netherlands, with one ambition: become Europe's clear CX market leader.

Puzzel Values 🎯

Built on Trust - our Nordic foundation. Customers, partners, and each other.
Stronger Together - one team, one purpose, shared wins.
Stay Hungry - we raise our game every day.

Why we're proud🏆

Frost Radar Innovation & Growth Leader in EMEA Customer Experience Platforms (2025)
CX Awards 'Best Mid-Market Contact Center Platform' (2024)
Flexa Top 25 for work-life balance, diversity and inclusion, pet-friendly companies and professional services (2026)
Consistently high Glassdoor rating
Mercer-benchmarked pay for equity and market fairness
Puzzel doesn't just build AI for our customers - we've embraced it internally, adopting it across the business to work smarter and faster

What you'll do 🏡💻

Puzzel's leaders need numbers they can rely on, but today our data differs from one department to the next. You will be our data wrangler. You control what goes into our Snowflake data lake, make sure what the business needs is going in, and organise it so every department extracts it the same way, in the same language. You remove ambiguity, such as what counts as a customer, and you own the definitions.

Our AI transformation lead builds on top of this data, so you are laying the foundations. You will report to our CFO and work across the finance team, the customer organisation, AI transformation and anyone who owns data in the business.

You think critically about what has happened and stay curious about it. When you spot an anomaly, you act on it. You rely on evidence, not gut feel, you are confident enough to challenge how we handle data, and you work independently.

AI is part of how we work. You will use it every day to build faster and catch problems earlier, and the data you own is what our AI tools draw on, so it has to be right.

The data platform. Take ownership of our Snowflake instance: what goes in, how it is structured, and access, cost, performance and security.
The pipelines. Run and extend our Fivetran and API integrations so data from every function lands reliably, with monitoring and alerts when something breaks.
The definitions. Agree what each core metric means (customers, ARR, churn, pipeline, headcount, usage) with the people who own the data. Publish one definition, name one owner, and escalate where you cannot agree.
The data model. Extend our dbt models into a clear, documented schema, from raw data through to a governed reporting layer.
Reconciliation and quality. Tie reports back to source systems, including financial ledgers. Spot anomalies, trace them to the cause and act on them. A number that does not reconcile does not go out.
The reporting layer. Build and run the models, dashboards and monthly management pack for the board, executive team and directors, on a fixed calendar.
The explanation. Each month, explain what moved and why across revenue, ARR, churn, pipeline, margin and usage, and answer the questions the data raises before anyone asks.
Adoption. Get definitions and reports to the people who need them, in a form they can use, so teams stop building their own versions.

The must haves 💪

SaaS or subscription experience, in a company of any size, with a deep understanding of ARR movements, churn, cohorts, and the difference between bookings, billing and revenue.
Experience working within, or closely alongside, a finance team.
Strong SQL, and experience building a modelled reporting layer in dbt or equivalent.
Working competence with a cloud data warehouse, ideally Snowflake.
A track record of analysis that changed a decision, with examples of what you found and what happened next.
A detailed, evidence-driven approach: experience reconciling data between sources, and a sceptical eye for data that looks plausible but is wrong.
Experience getting senior people from different functions to agree a definition, then holding the line on it.
The confidence to challenge how data is handled, and the drive to work independently as a self-starter.
Daily use of AI tools in your work, with examples of what you built and how you checked it.
The ability to explain a number, and its caveats, to a board member in a few lines.

The nice to haves ➕➕➕

Experience with Abacum, which we would particularly welcome.
A BI tool such as Power BI or Tableau.
Snowflake administration: performance, access control and cost management.
Fivetran or a similar tool, and integrating through APIs.
Python or similar scripting.
Experience in an FP&A team, or supporting external or investor reporting.
Experience of a system migration or historical data load.
Data governance experience, including handling confidential financial and personal data.

The location

This role is based in London, Stockholm, Oslo or Copenhagen, with an expectation of 2-3 days per week in the office.

What to expect from the interview process ❔

Screening call with Talent Acquisition
Interview with our AI transformation lead
Technical task, completed and submitted in advance
Interview with our CFO
Meet the team: a conversation with colleagues you would work closely with.

Diversity & Inclusion 🌍

We want everyone at Puzzel to feel able to be their true, authentic self at work - regardless of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age or economic background.

We're proud of our diverse, global workforce, but there's more to do. Our current gender split is 25% female to 75% male - in line with the SaaS average, but not where we want to be. Here's how we're improving it:

Our C-suite has moved from 100% male in 2023 to a 5:3 male-to-female split today.
Female hires grew from 23.6% in 2021 to 41% in 2024, dipping to 34% in 2025 - a trend we watch closely, but never treating as a tick-box exercise.
We partner with Flexa, to compound our aspiration to attract a diverse talent pool.
We work with state employment initiatives in Norway and Sweden on internship and apprenticeship routes, to help early-years talent into the workforce.