Senior Client Experience Analyst

Setton Industries Inc.

Senior Client Experience Analyst driving client journey improvements with analytics and operational insights at Scorpion. Collaborating with leadership to enhance client experience and deliver measurable results.

Posted 7/13/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $110,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client experience analysis, including the development of measurement frameworks and dashboards that connect experience metrics to revenue outcomes. Possesses strong analytical skills to synthesize qualitative and quantitative data into actionable insights for cross-functional collaboration.

Highest-signal resume keywords

Client Experience AnalysisMeasurement Framework DevelopmentAdvanced Analytical CapabilitiesCross-Functional InfluenceDashboard Creation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AnalyticsRoot Cause AnalysisClient Health ScoringFinancial AnalysisExperience MetricsData SynthesisPerformance Data AnalysisExperience Improvement InitiativesOperational Drivers AnalysisExperience Standards

Soft Skills

Influencing Without AuthorityPresentation SkillsCollaborationCommunicationStrategic Thinking

Tools & Technologies

BI ToolsCRM DataDashboardsReporting ToolsData Visualization Tools

Industry Keywords

NPSCSATChurnRenewalsOnboarding MetricsAccount HealthClient SentimentExperience PilotsLifecycle StagesQualitative Feedback Analysis

About the role

Key responsibilities & impact

Own analysis of client sentiment and performance data across NPS, CSAT, churn, renewals, support interactions, onboarding metrics, and account health.
Identify systemic breakdowns, recurring experience failures, and emerging risk patterns across segments.
Develop and maintain a prioritized view of top experience risks and opportunities.
Conduct root cause analyses that move beyond symptoms to underlying operational drivers.
Design and evolve the client experience measurement framework, including leading indicators of retention and expansion.
Define and refine client health scoring methodologies.
Partner with leadership to ensure experience metrics are tied directly to revenue performance.
Quantify the financial impact of experience improvements and failures.
Build dashboards and executive-level reporting that translate complex data into clear business implications.
Present findings and recommendations to senior leaders with confidence and clarity.
Influence cross-functional priorities based on client insight and data-backed evidence.
Ensure experience standards and journey metrics are visible and actionable across the organization.
Partner with Sales, Account Management, Product, Marketing, and Operations to improve key lifecycle stages (handoff, onboarding, engagement, renewal).
Support design and measurement of experience pilots and improvement initiatives.
Monitor adoption and effectiveness of playbooks, standards, and tools.
Lead postmortems on major client issues and ensure systemic follow-through.
Maintain direct exposure to client reality through call reviews, written communication audits, and qualitative feedback analysis.
Synthesize qualitative and quantitative insights into actionable recommendations.
Ensure client perspective remains central in strategic discussions.

Requirements

What you’ll need

Bachelor’s degree in Business, Marketing, Communications, Organizational Leadership, Human Centered Design, Psychology, or a related field—or equivalent practical experience.
5–8+ years of experience in analytics, strategy, operations, consulting, or customer-focused roles
Demonstrated ability to influence cross-functional leaders without direct authority
Strong experience building measurement frameworks and executive-level dashboards
Advanced analytical capabilities (BI tools, CRM data, financial analysis)
Proven ability to connect experience metrics to revenue and operational outcomes.

Benefits

Comp & perks

100% employer-paid medical, dental, and vision insurance
Flexible paid time off, so you can rest, relax, and recharge away from work
Paid parental leave
Paid cell phone and service
Remote office allowance
Professional development and development courses
Regular manager check-ins to drive performance and career growth through Lattice