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

Requirements

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

Benefits

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLPythonRTableaustatistical modelinghypothesis testingregression analysisdriver analysisexperimental designdata architecture

Soft Skills

analytical skillsproblem-solving skillscommunication skillsstorytellingcollaborationdata interpretationinsight generationbusiness acumencustomer journey understandingnarrative development