Senior Business Analyst - Customer Experience

Senior Business Analyst, Customer ManagementBillGO is seeking a Senior Business Analyst, Customer Management to drive insights and optimization across the lifecycle of existing BGX customers. This role will focus on activation, engagement, utilization, and retention, helping maximize customer value and long-term growth. You'll partner closely with BillGO Exchange leadership, customer experience, product, and growth teams to understand customer behavior, identify opportunities to improve the customer experience, and deliver insights that increase retention and lifetime value. This role plays a key part in ensuring BillGO not only acquires customers—but keeps and grows them effectively.This role is essential to BillGO's long-term success because retaining and growing existing customers is as critical as acquiring new ones. By providing clear insights into customer behavior and lifecycle performance, this role enables the organization to improve engagement, reduce churn, and maximize lifetime value. Without this role, opportunities to deepen customer relationships and optimize the experience may go unnoticed. With it, BillGO can make smarter, more targeted decisions that strengthen retention, improve satisfaction, and drive sustainable growth.What You'll DoCustomer Lifecycle AnalyticsAnalyze the end-to-end customer lifecycle (from onboarding to activation to engagement to retention). Identify key drivers of activation, adoption, and churn. Monitor customer behavior and usage patterns across the platform.Retention & Engagement OptimizationDeliver insights to improve customer retention, utilization, and frequency of use. Partner with product and customer teams to identify friction points and opportunities in the user experience. Support strategies to increase customer lifetime value (LTV).Customer Segmentation & InsightsDevelop and maintain customer segmentation frameworks (behavioral, cohort-based, value-based). Identify high-value and at-risk customer segments and recommend targeted actions. Conduct cohort and longitudinal analyses to understand customer trends over time.Dashboards & ReportingBuild and maintain dashboards and reporting frameworks across the customer management value chain. Ensure stakeholders have clear visibility into key metrics (activation rates, retention, engagement, churn). Standardize definitions and metrics across teams.Cross-Functional CollaborationPartner with product, customer success, and growth teams to align on KPIs and priorities. Work with data engineering to ensure accurate tracking and data availability. Communicate insights and recommendations clearly to both technical and business audiences.Qualifications: What You BringStrong analytical and problem-solving skills5+ years of experience in data analytics, preferably in product, customer, or lifecycle analyticsStrong proficiency with data analysis tools and experience working with large datasetsStrong understanding of customer lifecycle metrics (activation, retention, churn, engagement)Experience with cohort analysis and segmentationAbility to leverage AI tools (e.g., Claude, ChatGPT) as a force multiplier to improve speed, quality, and impact of work.Preferred Experience in fintech, payments, banking, or lendingExperience with customer experience mappingExperience with process engineering frameworks (LEAN, Six Sigma, etc.) BillGO