Senior Data Analyst, Customer Insights

Role Description

As a Senior Data Analyst, Customer Insights, you will serve as a key contributor to the data-driven transformation of our customer insights and Voice of the Customer (VoC) efforts. You are responsible for analyzing quantitative and qualitative customer data to identify trends that drive and improve the customer experience. By creating real-time dashboards and comprehensive ROI reports, you will enable stakeholders to make informed, strategic decisions. The role bridges the gap between technical data sets and actionable business narratives. You will collaborate across technology and marketing teams to ensure data integrity and accessibility.

Duties & Responsibilities

• Analyze VoC data to identify trends, friction points, and opportunities to drive business growth.
• Merge VoC data with internal revenue and transactional data sets to tie customer feedback directly to renewal, churn prevention, and expansion outcomes.
• Execute advanced analytics (e.g., predictive modeling, quasi-experiments) and measure impact of closed-loop strategies.
• Design and maintain automated dashboards to provide real-time insights to stakeholders.
• Translate complex quantitative and qualitative data sets into cohesive narratives that inform both technical and non-technical audiences.
• Generate comprehensive reports analyzing VoC data for leadership.
• Partner with technology teams to audit and ensure the accuracy and accessibility of customer data.
• Contribute to the generation and implementation of data-driven marketing strategies to achieve specific business objectives.
• Lead recurring meetings to track VoC health and foster alignment.

Qualifications

• Bachelor's degree in Marketing Analytics, Data Analysis or a quantitative discipline, OR equivalent years of experience.
• Minimum 5 years of experience in data analytics or digital marketing analytics required.
• Deep understanding of VoC metrics (e.g., NPS, CSAT, CES).
• Strong problem-solving and critical thinking skills.
• Proficiency in mixed-methods analysis.
• Excellent communication, presentation and storytelling skills.
• Demonstrated ability to work independently and collaboratively.

Skills & Competencies

• Proficiency in quantitative data analysis, statistical modeling, and driver analysis.
• Proficiency in qualitative data analysis, open-text mining, and sentiment analysis.
• Proficiency in SQL, Python or R.
• Experience with VoC and survey platforms (e.g., Qualtrics, Medallia).
• Experience with visualization tools (e.g., Looker, Power BI, Tableau).

Physical Demands and Working Conditions

• Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
• Sitting for long periods of time while using office equipment such as computers, phones, etc.
• Performing repetitive motions involving the wrists, hands, and fingers, such as typing, picking, and pinching.
• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume.
• Near-range visual acuity for detailed tasks and ability to perform activities with precision.
• Subject to inside working conditions: The change of building environment such as with or without air conditioning and heating.

Benefits

• Benefits start on day 1 for full-time colleagues - no waiting period.
• Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more.
• 401(k) retirement plan with company-matching contributions.
• Vacation days & sick days.
• Company-paid holidays & floating holidays.
• A company mindset that prioritizes health, safety, and flexibility.

Base Pay Range

$94,100 - $122,300/year. While starting pay falls within the given range, it can vary based on factors like geographic location, skills, education, and experience.