Description
The CX Strategy & Insights team is responsible for operationalizing customer insights through a unified Net Promoter System that gathers, analyzes, and acts on feedback. We are seeking a Senior Analyst who will play an important role in supporting key decision-makers with data-driven customer insights and recommendations. The ideal candidate is a proactive, analytical problem-solver with a passion for the customer experience and strong visualization expertise. You will help bridge the gap between raw data and strategic execution, ensuring that our customer experience (CX) initiatives are supported by robust 'single source of truth' architectures.
Key Responsibilities:
Manage data architecture with Salesforce tools to assist in the development and evolution of best-in-class dashboards and deep-dive insights
Link NPS data to operational, financial, customer, and product data to provide a comprehensive view of drivers of the customer experience
Deliver quarterly NPS performance reporting and track patterns, themes, and outliers to inform business decisions
Partner with the Customer Success organization and its key analytics partners in Sales, Marketing, Product, and Services to collect relevant data and socialize insights across the business
Empower business partners and team members to access and explore data through intuitive self-service Tableau dashboards
Extract the "big idea" and tell a compelling story via narratives, reports, charts, and graphs for senior management
Leverage cutting-edge AI and analytics tools to build data products and implement solutions that optimize work quality and efficiency
Conduct deep-dive analyses on various projects to improve the experience of our customer interactions and reduce attrition
Qualifications
Bachelor’s degree in Business, Analytics, Statistics, or a related field
4+ years of experience in a data-related research position utilizing both quantitative and qualitative methods
Professional experience within a SaaS organization focused on customer insights, customer success, or Voice of the Customer programs
Expertise in SQL, Python, R, and Tableau with a strong ability to transform raw, distributed data into stable architectures
Proficiency in statistical modeling and hypothesis testing—including regression, driver analysis, and experimental design—to quantify the significance and impact of CX initiatives
Proven ability to translate complex data insights into actionable, executive-ready narratives
Experience building and maintaining automated data visualizations that drive self-service reporting
Strong analytical and problem-solving skills with a passion for understanding and improving customer journeys