Thales
Crawley, Sussex
Location: Crawley, United Kingdom Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services. 2027 Data Science Apprentice - Level 6 Data Scientist Start Date: 06 September 2027 Salary: £24,000 per annum Employee type: Permanent Location: Crawley Working Schedule: Monday - Friday, 37 hours a week (8 hours Monday - Thursday, 5 hours Friday) Are you looking for an exciting opportunity to develop cutting-edge data science skills and solve real-world business challenges? Do you enjoy working with data, uncovering patterns, and using evidence to influence decisions? Are you curious about how artificial intelligence, machine learning, and advanced analytics can help businesses innovate and improve performance? Our Data Scientist Apprenticeship provides an excellent opportunity to launch your career in data science while learning from industry experts within a leading technology company. Benefits of the programme: Earn while you learn with a competitive salary. Gain hands-on, job-specific training and real-world experience. Achieve a recognised professional qualification. Secure a permanent role from the start of your apprenticeship Enjoy fully funded tuition fees on approved training programmes. Learn from experienced professionals and develop skills that will support your long-term career growth. Build valuable experience and develop your career in data science About the Role As a Data Scientist Apprentice, you will be valued for your curiosity, analytical mindset, and passion for solving problems using data. You will work with a variety of datasets, tools, and technologies to identify trends, build predictive models, and generate insights that support business decision-making. Working alongside experienced data professionals, you will learn how to transform raw data into valuable business intelligence and help develop data-driven solutions that create measurable impact . Your responsibilities may include: Identifying business challenges and using data science techniques to recommend solutions. Collecting, preparing, cleansing, and analysing data from multiple sources. Building skills in: Data Science and Analytics Machine Learning and Artificial Intelligence Statistical Analysis Data Engineering Fundamentals Data Visualisation and Storytelling Programming and Automation (e.g. Python, SQL) Supporting the development and testing of predictive models and analytical solutions. Working with data teams to create data products, dashboards, and insights used across the business. Evaluating model performance and supporting continuous improvement of analytical solutions. What You Will Learn Throughout the apprenticeship, you will gain experience and knowledge in: Data collection, preparation, and management techniques. Statistical methods and hypothesis testing. Programming languages such as Python and SQL. Machine learning concepts and model development. Data visualisation and storytelling techniques. Exploratory and predictive analytics. Artificial Intelligence fundamentals and responsible AI practices. Data governance, ethics, and compliance. Cloud-based analytics and data science platforms. Business and stakeholder engagement skills. Communicating technical findings to both technical and non-technical audiences. Project management and agile ways of working. Apprenticeship Programme You will study towards a Level 6 Data Scientist Apprenticeship with The University of Nottingham. The programme is delivered over 42 months through a blend of: On-campus learning Online study Workplace-based learning You will typically attend university for a minimum of 4 weeks each academic year, delivered in 1-week blocks. On successful completion of the programme and End Point Assessment, you will achieve: A fully funded BSc (Hons) Data Science degree A Level 6 Data Scientist Degree Apprenticeship qualification Entry Requirements To apply, you will need: 3 A levels (BBC) including Maths (Citizenship Skills, General Studies and Critical Thinking are not accepted) Or a Level 4 Data Analyst qualification will be considered on a case-by-case basis GCSEs • Minimum of five GCSEs at Grade 4/C or above (Maths at Grade 5/C or above) Must include English Language and Mathematics Please note that those with a relevant degree will not be eligible for this programme. Benefits Competitive salary of £24,000 per annum Performance-related pay uplifts Holiday entitlement of 201 hours a year (plus a company day and bank holidays) Contributory Company Pension Health Care Cash Plan Hybrid/flexible working options Employee assistance programme Learning and development support Employee discounts and wellbeing initiatives Life Cover 80 Hours Volunteering per year (first two years) Thales Apprentice Recruitment Process 1. Apply Online - submit your application online to register your interest. You only need to register for one role as you will have the opportunity to apply for additional roles at the full application stage. 2. Upload Your CV 3. Check your emails for the invitation to apply - this will comefrom 4. Complete Your Application - follow the link provided in the email to complete your application. You can apply for one primary role and up to 3 additional roles. 5. Complete Online Tests - undertake the online assessments designed to evaluate your suitability for the role. 6. Virtual Assessment Centre - candidates who progress from the online assessment stage will attend a virtual assessment centre, which will include group exercises, and competency-based interviews. 7. Job Offer - successful candidates who perform well throughout the recruitment process will receive a job offer from Thales.undefined For further information about our Future Talent recruitment process, including hints and tips, or to connect with a member of the Future Talent Team, a Graduate, or an Apprentice, please visit Thales Future Talent - Connectr . Please note, assessment centres for shortlisted candidates will be held between February - May 2027. Induction week for all Graduate and Apprentices will take place from Monday 6 September - Friday 10 September 2027. Closing date: Our applications will close at 11.59pm on Wednesday 17 February 2027, this is the only time we will be accepting applications this year. Please note, we will be in contact by the end of February 2027 with details of next steps. PLEASE NOTE THAT ROLES MAY CLOSE EARLIER THAN THE ADVERTISED DEADLINE IF WE RECEIVE A HIGH NUMER OF APPLICATIONS. WE ENCOURAGE YOU TO APPLY AS SOON AS POSSIBLE TO AVOID MISSING OUT ON THIS OPPORTUNITY. Because of the work we do at Thales, all roles are subject to security requirements. To be considered for this position, you must have the permanent right to work in the UK and be able to successfully complete and maintain UK Government security checks, including Baseline Personnel Security Standard (BPSS) screening and Security Clearance (SC), which is a government background check, before starting employment.To be eligible for SC clearance, you will typically need to have lived in the UK continuously for the last five years. As part of the vetting process, you will be asked to provide evidence of your identity, right to work in the UK, any time spent overseas during the last five years, and your employment and/or education history. For further details of the evidence required to apply for security clearance please follow this link - At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here. If this role isn't quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here. Join Thales in the UK - Innovate with us and shape the future!
Location: Crawley, United Kingdom Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services. 2027 Data Science Apprentice - Level 6 Data Scientist Start Date: 06 September 2027 Salary: £24,000 per annum Employee type: Permanent Location: Crawley Working Schedule: Monday - Friday, 37 hours a week (8 hours Monday - Thursday, 5 hours Friday) Are you looking for an exciting opportunity to develop cutting-edge data science skills and solve real-world business challenges? Do you enjoy working with data, uncovering patterns, and using evidence to influence decisions? Are you curious about how artificial intelligence, machine learning, and advanced analytics can help businesses innovate and improve performance? Our Data Scientist Apprenticeship provides an excellent opportunity to launch your career in data science while learning from industry experts within a leading technology company. Benefits of the programme: Earn while you learn with a competitive salary. Gain hands-on, job-specific training and real-world experience. Achieve a recognised professional qualification. Secure a permanent role from the start of your apprenticeship Enjoy fully funded tuition fees on approved training programmes. Learn from experienced professionals and develop skills that will support your long-term career growth. Build valuable experience and develop your career in data science About the Role As a Data Scientist Apprentice, you will be valued for your curiosity, analytical mindset, and passion for solving problems using data. You will work with a variety of datasets, tools, and technologies to identify trends, build predictive models, and generate insights that support business decision-making. Working alongside experienced data professionals, you will learn how to transform raw data into valuable business intelligence and help develop data-driven solutions that create measurable impact . Your responsibilities may include: Identifying business challenges and using data science techniques to recommend solutions. Collecting, preparing, cleansing, and analysing data from multiple sources. Building skills in: Data Science and Analytics Machine Learning and Artificial Intelligence Statistical Analysis Data Engineering Fundamentals Data Visualisation and Storytelling Programming and Automation (e.g. Python, SQL) Supporting the development and testing of predictive models and analytical solutions. Working with data teams to create data products, dashboards, and insights used across the business. Evaluating model performance and supporting continuous improvement of analytical solutions. What You Will Learn Throughout the apprenticeship, you will gain experience and knowledge in: Data collection, preparation, and management techniques. Statistical methods and hypothesis testing. Programming languages such as Python and SQL. Machine learning concepts and model development. Data visualisation and storytelling techniques. Exploratory and predictive analytics. Artificial Intelligence fundamentals and responsible AI practices. Data governance, ethics, and compliance. Cloud-based analytics and data science platforms. Business and stakeholder engagement skills. Communicating technical findings to both technical and non-technical audiences. Project management and agile ways of working. Apprenticeship Programme You will study towards a Level 6 Data Scientist Apprenticeship with The University of Nottingham. The programme is delivered over 42 months through a blend of: On-campus learning Online study Workplace-based learning You will typically attend university for a minimum of 4 weeks each academic year, delivered in 1-week blocks. On successful completion of the programme and End Point Assessment, you will achieve: A fully funded BSc (Hons) Data Science degree A Level 6 Data Scientist Degree Apprenticeship qualification Entry Requirements To apply, you will need: 3 A levels (BBC) including Maths (Citizenship Skills, General Studies and Critical Thinking are not accepted) Or a Level 4 Data Analyst qualification will be considered on a case-by-case basis GCSEs • Minimum of five GCSEs at Grade 4/C or above (Maths at Grade 5/C or above) Must include English Language and Mathematics Please note that those with a relevant degree will not be eligible for this programme. Benefits Competitive salary of £24,000 per annum Performance-related pay uplifts Holiday entitlement of 201 hours a year (plus a company day and bank holidays) Contributory Company Pension Health Care Cash Plan Hybrid/flexible working options Employee assistance programme Learning and development support Employee discounts and wellbeing initiatives Life Cover 80 Hours Volunteering per year (first two years) Thales Apprentice Recruitment Process 1. Apply Online - submit your application online to register your interest. You only need to register for one role as you will have the opportunity to apply for additional roles at the full application stage. 2. Upload Your CV 3. Check your emails for the invitation to apply - this will comefrom 4. Complete Your Application - follow the link provided in the email to complete your application. You can apply for one primary role and up to 3 additional roles. 5. Complete Online Tests - undertake the online assessments designed to evaluate your suitability for the role. 6. Virtual Assessment Centre - candidates who progress from the online assessment stage will attend a virtual assessment centre, which will include group exercises, and competency-based interviews. 7. Job Offer - successful candidates who perform well throughout the recruitment process will receive a job offer from Thales.undefined For further information about our Future Talent recruitment process, including hints and tips, or to connect with a member of the Future Talent Team, a Graduate, or an Apprentice, please visit Thales Future Talent - Connectr . Please note, assessment centres for shortlisted candidates will be held between February - May 2027. Induction week for all Graduate and Apprentices will take place from Monday 6 September - Friday 10 September 2027. Closing date: Our applications will close at 11.59pm on Wednesday 17 February 2027, this is the only time we will be accepting applications this year. Please note, we will be in contact by the end of February 2027 with details of next steps. PLEASE NOTE THAT ROLES MAY CLOSE EARLIER THAN THE ADVERTISED DEADLINE IF WE RECEIVE A HIGH NUMER OF APPLICATIONS. WE ENCOURAGE YOU TO APPLY AS SOON AS POSSIBLE TO AVOID MISSING OUT ON THIS OPPORTUNITY. Because of the work we do at Thales, all roles are subject to security requirements. To be considered for this position, you must have the permanent right to work in the UK and be able to successfully complete and maintain UK Government security checks, including Baseline Personnel Security Standard (BPSS) screening and Security Clearance (SC), which is a government background check, before starting employment.To be eligible for SC clearance, you will typically need to have lived in the UK continuously for the last five years. As part of the vetting process, you will be asked to provide evidence of your identity, right to work in the UK, any time spent overseas during the last five years, and your employment and/or education history. For further details of the evidence required to apply for security clearance please follow this link - At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here. If this role isn't quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here. Join Thales in the UK - Innovate with us and shape the future!
Thales
City, Belfast
Location: BELFAST ARNOTT HOUSE, United Kingdom Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services. Role Title: Security AI Operations Engineer Organization: Value Added Services / Security Operations Location: Belfast, Northern Ireland (Hybrid) Role Overview The Security AI Operations Specialist bridges automated AI systems and human security operations. This role is responsible for the day-to-day supervision, quality control, and execution of AI-assisted security workflows. Working alongside the Security Automation & AI Engineering team, the Specialist manages "Human-in-the-Loop" (HITL) triage queues, maintains and updates knowledge bases feeding generative models, audits AI outputs for accuracy, and ensures prioritized investigation tasks are routed seamlessly to front-line security analysts and consultants. Key Responsibilities 1. AI Workflow Supervision & Human-in-the-Loop (HITL) Routing Review and validate low-confidence alert enrichments, threat summaries, and triage recommendations generated by AI agents. Assign, dispatch, and track complex security investigations, policy changes, and incident response playbooks to appropriate Tier 2/3 analysts and consultants. Serve as the operational escalation point when automated pipelines encounter exceptions, edge cases, or platform integration errors. 2. Knowledge Base & Prompt Lifecycle Management Curate, clean, and organize internal runbooks, standard operating procedures (SOPs), threat intelligence, and product documentation stored in Amazon Bedrock Knowledge Bases and Amazon OpenSearch Service. Audit AI retrieval quality and document gaps in knowledge coverage that lead to model hallucinations or poor responses. Perform routine prompt adjustments and template maintenance, submitting structured enhancement tickets to engineering when underlying code changes are required. 3. Quality Assurance & Performance Auditing Regularly audit AI-generated outputs (incident summaries, triage context, customer reports) against human analyst benchmarks to ensure high fidelity and operational safety. Identify recurring false positives or hallucination patterns, collaborating directly with automation engineers to refine model guardrails and prompt evaluation datasets. Track and report on operational KPIs, including Mean Time to Respond (MTTR), task assignment velocity, and analyst AI adoption. 4. Team Enablement & Operational Feedback Train security analysts and services teams on prompt best practices, effective use of internal AI copilots, and feedback submission workflows. Gather front-line feedback and feature requests from security practitioners to help shape the automation engineering roadmap. 5. Sales Partner with the Sales Engineering team to develop and deliver Value-Added Services (VAS) proof-of-values (POVs), clearly demonstrating the business value and impact of these services. Collaborate with Account teams to accelerate time-to-value for Thales solutions among non-VAS customers, strengthening customer adoption, retention, and renewal outcomes. Required Qualifications Education: Bachelor's degree, in Computer Science, Cybersecurity, Information Technology, Engineering, or a related field. Master's degree is a plus! Experience: 3-5+ years in a Security Operations Center (SOC), Managed Security Services (MSSP), IT Service Management (ITSM), or technical workflow coordination role, including 2+ years working with AI/Gen AI-enabled tools or workflows. Cybersecurity Foundation: Working knowledge of security operations, threat lifecycle, alert triage, WAF, API security, and common security frameworks (e.g., MITRE ATT&CK, NIST). AI & Workflow Tooling: Practical experience interacting with generative AI tools, prompt workflows, and enterprise ticketing/orchestration platforms (e.g., Jira, ServiceNow, PagerDuty, or SOAR platforms). Cloud & Search Interface Familiarity: Working comfort navigating the AWS Management Console (specifically Amazon Bedrock, Amazon OpenSearch Dashboards, and CloudWatch metrics). Communication & Documentation: Strong technical writing skills with experience authoring security runbooks, SOPs, and structured process documentation. Preferred Qualifications Data & Query Skills: Basic scripting ability in Python or experience writing search queries (OpenSearch / Elasticsearch queries, SQL, or Lucene). Workflow Automation: Experience configuring no-code/low-code workflow tools, webhook triggers, or ticketing automation rules. Industry Certifications: AWS Certified Security - Specialty or AWS Certified Solutions Architect - Associate/Professional AWS Certified AI Practitioner or Machine Learning - Specialty CISSP (Certified Information Systems Security Professional) GIAC Certifications: GCIH (Incident Handler), GCIA (Intrusion Analyst), GCDA (Detection Analyst), or GASAE (AI Security Automation Engineer) Success Metrics (KPIs) Queue & Dispatch SLA - 95%+ of HITL exceptions and high-priority AI-flagged alerts assigned within defined SLAs. Knowledge Base Freshness - 100% of operational runbooks reviewed and indexed on a recurring monthly/quarterly schedule. Output Quality & Accuracy - Maintain >95% accuracy on AI-assisted triage outputs through continuous auditing and feedback loops. Team Adoption & Satisfaction - High analyst satisfaction and engagement scores with AI-enabled workflows and copilots. Applicants must be legally authorized to work in the UK at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future. At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here. If this role isn't quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here. Join Thales in the UK - Innovate with us and shape the future!
Location: BELFAST ARNOTT HOUSE, United Kingdom Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services. Role Title: Security AI Operations Engineer Organization: Value Added Services / Security Operations Location: Belfast, Northern Ireland (Hybrid) Role Overview The Security AI Operations Specialist bridges automated AI systems and human security operations. This role is responsible for the day-to-day supervision, quality control, and execution of AI-assisted security workflows. Working alongside the Security Automation & AI Engineering team, the Specialist manages "Human-in-the-Loop" (HITL) triage queues, maintains and updates knowledge bases feeding generative models, audits AI outputs for accuracy, and ensures prioritized investigation tasks are routed seamlessly to front-line security analysts and consultants. Key Responsibilities 1. AI Workflow Supervision & Human-in-the-Loop (HITL) Routing Review and validate low-confidence alert enrichments, threat summaries, and triage recommendations generated by AI agents. Assign, dispatch, and track complex security investigations, policy changes, and incident response playbooks to appropriate Tier 2/3 analysts and consultants. Serve as the operational escalation point when automated pipelines encounter exceptions, edge cases, or platform integration errors. 2. Knowledge Base & Prompt Lifecycle Management Curate, clean, and organize internal runbooks, standard operating procedures (SOPs), threat intelligence, and product documentation stored in Amazon Bedrock Knowledge Bases and Amazon OpenSearch Service. Audit AI retrieval quality and document gaps in knowledge coverage that lead to model hallucinations or poor responses. Perform routine prompt adjustments and template maintenance, submitting structured enhancement tickets to engineering when underlying code changes are required. 3. Quality Assurance & Performance Auditing Regularly audit AI-generated outputs (incident summaries, triage context, customer reports) against human analyst benchmarks to ensure high fidelity and operational safety. Identify recurring false positives or hallucination patterns, collaborating directly with automation engineers to refine model guardrails and prompt evaluation datasets. Track and report on operational KPIs, including Mean Time to Respond (MTTR), task assignment velocity, and analyst AI adoption. 4. Team Enablement & Operational Feedback Train security analysts and services teams on prompt best practices, effective use of internal AI copilots, and feedback submission workflows. Gather front-line feedback and feature requests from security practitioners to help shape the automation engineering roadmap. 5. Sales Partner with the Sales Engineering team to develop and deliver Value-Added Services (VAS) proof-of-values (POVs), clearly demonstrating the business value and impact of these services. Collaborate with Account teams to accelerate time-to-value for Thales solutions among non-VAS customers, strengthening customer adoption, retention, and renewal outcomes. Required Qualifications Education: Bachelor's degree, in Computer Science, Cybersecurity, Information Technology, Engineering, or a related field. Master's degree is a plus! Experience: 3-5+ years in a Security Operations Center (SOC), Managed Security Services (MSSP), IT Service Management (ITSM), or technical workflow coordination role, including 2+ years working with AI/Gen AI-enabled tools or workflows. Cybersecurity Foundation: Working knowledge of security operations, threat lifecycle, alert triage, WAF, API security, and common security frameworks (e.g., MITRE ATT&CK, NIST). AI & Workflow Tooling: Practical experience interacting with generative AI tools, prompt workflows, and enterprise ticketing/orchestration platforms (e.g., Jira, ServiceNow, PagerDuty, or SOAR platforms). Cloud & Search Interface Familiarity: Working comfort navigating the AWS Management Console (specifically Amazon Bedrock, Amazon OpenSearch Dashboards, and CloudWatch metrics). Communication & Documentation: Strong technical writing skills with experience authoring security runbooks, SOPs, and structured process documentation. Preferred Qualifications Data & Query Skills: Basic scripting ability in Python or experience writing search queries (OpenSearch / Elasticsearch queries, SQL, or Lucene). Workflow Automation: Experience configuring no-code/low-code workflow tools, webhook triggers, or ticketing automation rules. Industry Certifications: AWS Certified Security - Specialty or AWS Certified Solutions Architect - Associate/Professional AWS Certified AI Practitioner or Machine Learning - Specialty CISSP (Certified Information Systems Security Professional) GIAC Certifications: GCIH (Incident Handler), GCIA (Intrusion Analyst), GCDA (Detection Analyst), or GASAE (AI Security Automation Engineer) Success Metrics (KPIs) Queue & Dispatch SLA - 95%+ of HITL exceptions and high-priority AI-flagged alerts assigned within defined SLAs. Knowledge Base Freshness - 100% of operational runbooks reviewed and indexed on a recurring monthly/quarterly schedule. Output Quality & Accuracy - Maintain >95% accuracy on AI-assisted triage outputs through continuous auditing and feedback loops. Team Adoption & Satisfaction - High analyst satisfaction and engagement scores with AI-enabled workflows and copilots. Applicants must be legally authorized to work in the UK at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future. At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here. If this role isn't quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here. Join Thales in the UK - Innovate with us and shape the future!
Thales
City, Belfast
Location: Belfast Arnott House, United Kingdom Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services. Title: Senior Customer Operations Analyst Team: Customer Intelligence, Customer Success Reports to: Director, Customer Intelligence Base location: Belfast, N. Ireland (Hybrid model) About the Role Imperva, A Thales Company, is seeking a Senior Customer Operations Analyst to join the Customer Intelligence team within our Customer Success organisation. This role keeps Customer Success running on accurate data, efficient processes and well-used tools. You will be the go-to person for how Customer Success operates: running our Customer Success platform (Planhat), keeping customer data accurate across Planhat and Snowflake, improving the processes our Customer Success teams use every day and producing the reporting that shows leaders how the business is performing, as well as putting AI to work for our Customer Success teams through Planhats AI suite, in house LLM's and other relevant technologies. You will work alongside Customer Success leadership to turn data into practical improvements for our teams and customers. This is a hands-on, senior individual-contributor role for an experienced analyst who combines strong data skills with a passion for making operations work better. Key Responsibilities Customer Success Platform & Systems Act as lead administrator and subject-matter expert for Planhat, managing configuration, workflows, playbooks, automation and ongoing optimisation. Support system integration and data ingestion between Planhat, Snowflake, Salesforce and other business systems, working with IT and Data Engineering. Gather, document and prioritise requirements for new tooling, automation, reporting and process changes. AI & Automation Configure, roll out and continuously improve AI features within Planhat, such as account summaries, AI-assisted insights and automated workflows, so they genuinely help Customer Success teams in their day-to-day work. Work with our in-house LLM to build and refine AI-powered use cases for Customer Success, such as account and meeting summaries, answering questions about customers, and drafting customer communications. Write, test and refine prompts, and prepare and maintain the customer data and knowledge sources the AI tools draw on, making sure outputs are accurate, relevant and useful. Identify manual, repetitive tasks across Customer Success and find ways to remove them using AI and automation. Train and support Customer Success teams in using AI tools effectively and responsibly, gathering feedback to improve them. Make sure AI use follows company data security, privacy and responsible-AI guidelines, working with IT, Security and Data teams. Operational Process & Enablement Design, maintain and continuously improve Customer Success operational processes, such as onboarding, account reviews, success plans, renewals handovers and customer engagement, using data to measure how well they work. Provide enablement and training to Customer Success teams on Planhat, reporting and processes, and create clear documentation and guides. Act as the first point of contact for Customer Success teams on tools, data and process questions, resolving issues and spotting recurring needs. Contribute to cross-functional projects with Sales, Product, Finance and Support that affect how Customer Success operates. Data Quality & Governance Own data quality across Customer Success data, identifying issues and driving them to resolution at the source. Write and maintain SQL queries and data sets in Snowflake to support Customer Success reporting and operations. Maintain clear data definitions, field standards and documentation so teams use data consistently. Reporting & Operational Insight Build, maintain and continuously improve Customer Success reporting in Planhat and PowerBI, from leadership dashboards to day-to-day operational views for Customer Success. Analyse product usage, customer engagement and operational data to answer business questions, track team performance and highlight areas to improve. Present findings and recommendations clearly to Customer Success teams, project leads and business leaders, including data for business reviews and leadership updates. Collaborate with the Data Strategist on customer health and retention insight, making sure the data behind it is accurate and the results are visible to Customer Success teams. Work with stakeholders to understand their needs, set priorities and manage multiple projects at once. Share knowledge with and support less experienced analysts and Customer Success colleagues. What Success Looks Like Planhat is well adopted, accurate and automated, saving CSMs time. Customer Success processes are clear, documented and measurably more efficient. Data quality issues are caught early and fixed at the source. AI tools in Planhat and our in-house LLM are widely used by Customer Success teams and save them measurable time. Customer Success teams and leaders trust and regularly use accurate, up-to-date reporting. Job Requirements Essential Bachelor's degree in Data Analytics, Business Analytics, Business Information Systems or a related data analysis field, or equivalent experience in data and business analytics. 5+ years of experience in an operations analyst, business analyst or data analyst role, ideally including time in Customer Success Operations, Revenue Operations or Sales Operations in a B2B SaaS or technology environment. Hands-on experience administering a Customer Success platform, ideally Planhat (or similar, such as Gainsight or ChurnZero), and/or Salesforce. Demonstrated expertise in Power BI, including building dashboards for senior audiences. Strong SQL skills, ideally with Snowflake, and proficiency in Python or another scripting language for data preparation and analysis. Proven experience designing, documenting and improving business processes, and helping teams adopt them. Practical experience using AI tools or LLMs in a business setting, such as writing and refining prompts or configuring AI features in business software, with a strong interest in applying AI to improve how teams work. Familiarity with common SaaS customer metrics (e.g. ARR, renewals, adoption, health scores) and how Customer Success teams use them. Ability to turn data into a clear story and practical recommendations for non-technical audiences. Detail-oriented, with a track record of finding data quality issues quickly and driving them to resolution. Experience working cross-functionally and influencing stakeholders. A highly organised self-starter who manages multiple priorities in a fast-paced environment. Excellent verbal and written communication skills and the ability to work well in a distributed, international team. Desirable Experience with dbt or other data transformation tools alongside Snowflake. Experience with system integrations, APIs or ETL tools. Experience rolling out or supporting AI features in a CRM or Customer Success platform, such as Planhat AI, Salesforce Einstein or Agentforce. Experience working with in-house or enterprise LLMs, including prompt design, retrieval-augmented generation (RAG) knowledge sources or evaluating AI output quality. Experience with workflow automation tools. Knowledge of the cybersecurity or data security industry. Applicants must be legally authorized to work in the UK at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future. At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here. If this role isn't quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here. Join Thales in the UK - Innovate with us and shape the future!
Location: Belfast Arnott House, United Kingdom Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services. Title: Senior Customer Operations Analyst Team: Customer Intelligence, Customer Success Reports to: Director, Customer Intelligence Base location: Belfast, N. Ireland (Hybrid model) About the Role Imperva, A Thales Company, is seeking a Senior Customer Operations Analyst to join the Customer Intelligence team within our Customer Success organisation. This role keeps Customer Success running on accurate data, efficient processes and well-used tools. You will be the go-to person for how Customer Success operates: running our Customer Success platform (Planhat), keeping customer data accurate across Planhat and Snowflake, improving the processes our Customer Success teams use every day and producing the reporting that shows leaders how the business is performing, as well as putting AI to work for our Customer Success teams through Planhats AI suite, in house LLM's and other relevant technologies. You will work alongside Customer Success leadership to turn data into practical improvements for our teams and customers. This is a hands-on, senior individual-contributor role for an experienced analyst who combines strong data skills with a passion for making operations work better. Key Responsibilities Customer Success Platform & Systems Act as lead administrator and subject-matter expert for Planhat, managing configuration, workflows, playbooks, automation and ongoing optimisation. Support system integration and data ingestion between Planhat, Snowflake, Salesforce and other business systems, working with IT and Data Engineering. Gather, document and prioritise requirements for new tooling, automation, reporting and process changes. AI & Automation Configure, roll out and continuously improve AI features within Planhat, such as account summaries, AI-assisted insights and automated workflows, so they genuinely help Customer Success teams in their day-to-day work. Work with our in-house LLM to build and refine AI-powered use cases for Customer Success, such as account and meeting summaries, answering questions about customers, and drafting customer communications. Write, test and refine prompts, and prepare and maintain the customer data and knowledge sources the AI tools draw on, making sure outputs are accurate, relevant and useful. Identify manual, repetitive tasks across Customer Success and find ways to remove them using AI and automation. Train and support Customer Success teams in using AI tools effectively and responsibly, gathering feedback to improve them. Make sure AI use follows company data security, privacy and responsible-AI guidelines, working with IT, Security and Data teams. Operational Process & Enablement Design, maintain and continuously improve Customer Success operational processes, such as onboarding, account reviews, success plans, renewals handovers and customer engagement, using data to measure how well they work. Provide enablement and training to Customer Success teams on Planhat, reporting and processes, and create clear documentation and guides. Act as the first point of contact for Customer Success teams on tools, data and process questions, resolving issues and spotting recurring needs. Contribute to cross-functional projects with Sales, Product, Finance and Support that affect how Customer Success operates. Data Quality & Governance Own data quality across Customer Success data, identifying issues and driving them to resolution at the source. Write and maintain SQL queries and data sets in Snowflake to support Customer Success reporting and operations. Maintain clear data definitions, field standards and documentation so teams use data consistently. Reporting & Operational Insight Build, maintain and continuously improve Customer Success reporting in Planhat and PowerBI, from leadership dashboards to day-to-day operational views for Customer Success. Analyse product usage, customer engagement and operational data to answer business questions, track team performance and highlight areas to improve. Present findings and recommendations clearly to Customer Success teams, project leads and business leaders, including data for business reviews and leadership updates. Collaborate with the Data Strategist on customer health and retention insight, making sure the data behind it is accurate and the results are visible to Customer Success teams. Work with stakeholders to understand their needs, set priorities and manage multiple projects at once. Share knowledge with and support less experienced analysts and Customer Success colleagues. What Success Looks Like Planhat is well adopted, accurate and automated, saving CSMs time. Customer Success processes are clear, documented and measurably more efficient. Data quality issues are caught early and fixed at the source. AI tools in Planhat and our in-house LLM are widely used by Customer Success teams and save them measurable time. Customer Success teams and leaders trust and regularly use accurate, up-to-date reporting. Job Requirements Essential Bachelor's degree in Data Analytics, Business Analytics, Business Information Systems or a related data analysis field, or equivalent experience in data and business analytics. 5+ years of experience in an operations analyst, business analyst or data analyst role, ideally including time in Customer Success Operations, Revenue Operations or Sales Operations in a B2B SaaS or technology environment. Hands-on experience administering a Customer Success platform, ideally Planhat (or similar, such as Gainsight or ChurnZero), and/or Salesforce. Demonstrated expertise in Power BI, including building dashboards for senior audiences. Strong SQL skills, ideally with Snowflake, and proficiency in Python or another scripting language for data preparation and analysis. Proven experience designing, documenting and improving business processes, and helping teams adopt them. Practical experience using AI tools or LLMs in a business setting, such as writing and refining prompts or configuring AI features in business software, with a strong interest in applying AI to improve how teams work. Familiarity with common SaaS customer metrics (e.g. ARR, renewals, adoption, health scores) and how Customer Success teams use them. Ability to turn data into a clear story and practical recommendations for non-technical audiences. Detail-oriented, with a track record of finding data quality issues quickly and driving them to resolution. Experience working cross-functionally and influencing stakeholders. A highly organised self-starter who manages multiple priorities in a fast-paced environment. Excellent verbal and written communication skills and the ability to work well in a distributed, international team. Desirable Experience with dbt or other data transformation tools alongside Snowflake. Experience with system integrations, APIs or ETL tools. Experience rolling out or supporting AI features in a CRM or Customer Success platform, such as Planhat AI, Salesforce Einstein or Agentforce. Experience working with in-house or enterprise LLMs, including prompt design, retrieval-augmented generation (RAG) knowledge sources or evaluating AI output quality. Experience with workflow automation tools. Knowledge of the cybersecurity or data security industry. Applicants must be legally authorized to work in the UK at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future. At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here. If this role isn't quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here. Join Thales in the UK - Innovate with us and shape the future!
