Job Requisition ID #
26WD99766
Position Overview
As a Principal Data Analyst in Customer Technical Success (CTS), you will help shape how Autodesk understands and improves its evolving Digital Support experience. You will independently investigate customer journeys, connect complex and emerging data sources, define meaningful measures of success, and turn analysis into recommendations that improve customer and business outcomes.
You will combine strong hands-on analytical skills with business judgement, using modern analytical techniques and AI tools to explore complex customer and operational data, uncover patterns, and accelerate insight. You will be comfortable operating with incomplete or evolving data, identifying where customers experience friction, and communicating what the evidence means for support demand, productivity and business decisions.
You will join the CTS Data & Analytics team of BI developers, analysts, and analytics engineers supporting the global CTS organisation. Reporting to the Manager, Data Analytics, this hybrid role requires regular attendance in the office (ideally weekly).
Key Responsibilities
- Partner with senior business leaders to identify high-value analytical questions, define success measures, and influence decisions through evidence.
- Independently lead analysis from ambiguous problem definition through data discovery, interpretation and recommendation.
- Analyse customer journeys across digital and assisted support experiences, connecting insights across support teams to identify patterns in adoption, engagement, friction and escalation.
- Use advanced SQL to explore, combine and validate complex datasets, including new or fragmented data sources where definitions or quality may still be evolving.
- Assess the impact of Digital Support initiatives on customer outcomes, support demand, productivity and broader business decisions.
- Act as the analytical subject matter expert for Digital Support, developing trusted measures and understanding data quality, metric definitions and model limitations.
- Use approved AI and GenAI tools to accelerate analysis, uncover patterns in support data, generate hypotheses, and improve speed to insight, applying appropriate judgement and validation throughout.
- Translate complex analysis into clear narratives and recommendations, constructively challenging assumptions when the evidence points to a more meaningful question or outcome.
Minimum Qualifications
- 8+ years' experience in data analytics or a related field, with demonstrated ownership of complex analytical problems.
- Strong SQL skills and experience working independently with large or complex datasets.
- Experience structuring and solving ambiguous analytical problems and translating findings into actionable recommendations.
- Experience assessing data quality, uncertainty and the limitations of available evidence.
- Experience using AI/GenAI tools to support analytical workflows, with the judgement to critically evaluate and validate AI-assisted outputs.
- Strong stakeholder management, communication and data storytelling skills across technical and non-technical audiences.
- Experience with BI/data visualisation tools (e.g. Power BI).
- Bachelor's degree in a STEM discipline or equivalent practical experience.
Preferred Qualifications
- Experience with product, digital, web or customer journey analytics.
- Experience analysing behavioural, event-level, self-service, search, chatbot or virtual-assistant data.
- Experience supporting Customer Support, Customer Success or similar organisations.
- Python or another analytical scripting language.
- Salesforce and/or Snowflake experience.
What Makes You a Great Fit
- You are comfortable owning an analytical problem space rather than waiting for detailed requirements.
- You proactively investigate customer behaviour, friction and opportunities that others may not have identified.
- You are equally comfortable working hands-on with data and influencing business or technical leaders.
- You use AI as an accelerator to extend your analytical capability, while applying critical thinking and judgement to the outputs.
- You care about reaching the right decision, not simply delivering the requested report or dashboard.
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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!
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We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging
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This role may require in-person onboarding and/or in-person ID verification.
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