As the world’s leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners. These partners provide Datto solutions to over one million businesses across the globe. Since its founding in 2007, Datto continues to win awards each year for its rapid growth, product excellence, superior technical support, and for fostering an outstanding workplace. With headquarters in Norwalk, Connecticut, Datto has global offices in the United Kingdom, Netherlands, Denmark, Germany, Canada, Australia, China, and Singapore. Learn more at

As a Business Process Improvement Analyst II you will be responsible for collecting processes and performing statistical analysis of data, which will have an important role to play on the decision making within Datto. You will be working cross functionally, across multiple platforms in a fast paced environment, which will provide you with exposure to new tools, technologies and business processes. 

This is an opportunity to build the data strategy for the world’s leading provider of cloud-based, software and technology solutions, delivered by Managed Service Providers. We’re a fast growing company and it’s an exciting time to join us!

Key responsibilities:

  • Develops breadth of expertise across business domain and is able to navigate company’s data warehouse
  • Ensures data integrity and analyzes business performance using data across data sources
  • Identify relationships between product experiences and post-purchase customer support
  • Synthesize and way-find to the appropriate data from client survey data, case management data, saleforce etc and quickly understand their synergies, potential and limitations
  • Explore unstructured (open-ended text/speech) and structured (surveys) data
  • Create and maintain custom dashboards and deliver analysis focused on in-market product sentiment and post-care support that jointly tell a holistic story of the customer journey
  • Document and measure progress and business performance against project outcomes and goals to ensure experience gaps have been resolved and the customer journey is improved
  • Use your insights to ‘show and tell’ relevant customer journey stories drawn from data that provide a clear view of consumer trends, improvement areas and assist in decision making
  • Interpret and communicate complex ideas and findings into meaningful insights easily understood by audiences of varying levels of seniority and analytical understanding

Desired Skills:

  • A minimum of a Bachelor's degree
  • 3-5 years of relevant experience in customer insights, business intelligence or related field, preferably working with large datasets from multiple sources
  • Proficiency using Tableau to build ‘Cards’ and dashboards to drive insights discovery
  • Mindset geared toward back-end of innovation and a willingness to ask tough business questions and challenge the status quo
  • Comfort with complexity and ambiguity
  • Demonstrated success in uncovering and solving challenging customer issues in a dynamic business setting and delivering high quality results in a challenging environment
  • Curiosity to explore complex and customer focused qualitative/quantitative data sets, experimenting to see what insights it uncovers
  • Experience managing all phases of customer experience projects including designing, executing, research, analyzing data, summarizing insights and communicating recommendations
  • Ability to transform complex ideas into easily understood concepts
  • Demonstrated ability to utilize advanced analytic techniques and develop strategic frameworks to synthesize insights from multiple data sources
  • Skilled Excel user with the ability to understand and build complex spreadsheets and analysis
  • Strong consultative and storytelling abilities (visual, written and oral) to convey your findings and knowledge and bring the customer experience to life and influence teams members at various levels with the organization
  • Well-developed project management skills and ability to prioritize, manage multiple projects simultaneously and organize effectively in a fast-paced environment
  • Ensures deadlines are met and proactively communicates when deadlines are at risk and associated roadblocks
  • Proven relationship building abilities across multi-functional teams with excellent interpersonal and communication skills, both written (presentations/emails) and oral (personal interactions)
  • Ability to work both independently and collaboratively to complete tasks and identify solutions

About you: 

  • You’re analytical and process driven 
  • You’re able to understand data at a granular level
  • Experience working with financial data specifically 
  • Extensive experience within Financial/Accounting/Statistical background 
  • The ability to work across different platforms and able to learn new platforms quickly
  • Excel proficient, familiar with Python, R
  • Tech savvy 

Bonus points: 

  • Salesforce experience 
  • Oracle / Netsuite exposure 

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