AI Data Analyst

The AI Data Analyst role sits within our Customer Experience team (alongside Customer Success and Implementation Engineers), and has a clear mission: make sure every Donna user feels heard, helped, and set up for success. Because customer adoption is one of our key metrics, we want to provide a frictionless experience to our users, who are not always going to request support. Thats's why there is a second mission that's just as important: be the radar. You'll be the person closest to what users actually struggle with day-to-day, and you'll translate those patterns into actionable signals for our CS and Product teams.

This is a role for someone who's excited by ownership, comfortable with ambiguity, and genuinely curious about how things work; technically and commercially.

This could be a perfect entry role for people looking to learn more about SaaS and AI scale-ups.

What you’ll be doing

Be the radar (this is where you add your outmost value)

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Spot & analyse recurring patterns in conversations and interactions and turn them into structured insights towards the organization

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for CS: "this account is struggling"

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for Product: "this feature needs improvements"

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for the team: "this onboarding gap keeps showing up"

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Channel real customer painpoints into fixes, improvements and documented based on your prioritization insights

Run and improve support

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Be the first point of contact for Donna users: fast, clear, and empathetic

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Monitor usage patterns and proactively flag accounts that need attention

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Keep the Help Center alive: new features ship constantly, and the docs need to keep up

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Actively use and evaluate AI tools to work faster and smarter: from drafting responses to generating help content to spotting patterns in ticket data

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Always think one step ahead: how does this process hold up when we have 3x the customers? Build for scale from day one, not as an afterthought