Senior Customer Insights Analyst

New

United StatesFull-TimeSenior

Salary117,000 - 153,000 USD per year

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Job Details

5+ years of experience in customer insights, analytics, CX operations, or business analysis, ideally in a B2B SaaS environment.
Strong experience working with Salesforce or similar CRM systems and translating data into actionable insights.
Proven ability to build dashboards, perform trend analysis, and deliver executive-level reporting.
Strong expertise in root cause analysis and connecting customer issues to operational or product drivers.
Excellent communication and storytelling skills, with the ability to present insights clearly to senior stakeholders.
Ability to influence cross-functional teams and drive accountability without direct management authority.
Experience with customer health scoring, retention analytics, or CX platforms is highly desirable.
Strong analytical mindset combined with structured problem-solving and process improvement skills.

Lead analysis of customer escalations, cancellations, and retention risk indicators across the full customer lifecycle.
Identify trends and patterns across segments, regions, products, and lifecycle stages to uncover systemic issues.
Develop recurring insight reports and dashboards for CX, Product, Support, and executive stakeholders.
Conduct deep root cause analysis to connect customer friction points to operational, product, onboarding, or service drivers.
Facilitate cross-functional working sessions to align on priorities, define corrective actions, and assign ownership.
Track remediation initiatives and measure their effectiveness in reducing churn and improving customer experience.
Partner with Operations and Systems teams to improve data structures, taxonomy, and reporting consistency in CRM and CX tools.
Support executive reporting with data-driven narratives for business reviews and strategic planning.

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