Business Analyst

• Own and manage Voice of the Customer (VoC) programs across key lifecycle moments (onboarding, support, renewal, adoption)
• Design, launch, and analyze customer feedback programs (NPS, CES, CSAT, Value Surveys)
• Conduct text and sentiment analysis on open-ended customer feedback
• Generate and present actionable insights on customer perception, friction points, and success levers
• Close the loop with customers and internal teams by aligning feedback to measurable business outcomes
• Aggregate insights into quarterly VoC reports, persona-based summaries, and product feedback themes
• Partner with cross-functional stakeholders (Customer Success, Product, Support, and Leadership) to ensure customer voice informs strategy and execution.

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