Senior Customer Insights Analyst
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Monthly Salary:
Posted on:
6 days ago
Posted on:
Vacancies:
1 Vacancy
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Job Summary
The Senior Customer Insights Analyst is responsible for identifying analyzing and helping eliminate the systemic drivers of customer escalations cancellations and retention risk across the customer lifecycle. This role sits within the CX Insights team and partners closely with Customer Success Support Product Operations and Revenue leadership to uncover root causes quantify impact and drive action plans that improve customer experience and retention.
This role combines analytical rigor business judgment and cross-functional influence. The ideal candidate can move from data to diagnosis to action translating patterns in customer behavior feedback and operational performance into clear recommendations and sustained process.
Key Responsibilities:
Customer Escalation and Cancellation Insights:
- Own the end-to-end analysis of customer escalations cancellations and key risk indicators across the customer.
- Monitor and report on trends by segment product region lifecycle stage and reason code to identify emerging issues and recurring patterns.
- Build recurring insight packages for CX Customer Success Support Product and executive stakeholders that highlight major drivers of customer friction and churn risk.
- Develop structured analyses that connect customer issues to operational product onboarding service and commercial root causes.
Root Cause Analysis and Action Planning
- Lead root cause analysis for high-priority escalation and cancellation themes including gathering inputs from Salesforce support systems customer feedback and future customer success platform data.
- Facilitate cross-functional working sessions to align on root causes prioritize the issues with the greatest customer and business impact and define action plans with clear owners and milestones.
- Track remediation plans through completion and measure whether actions taken are reducing repeat escalations improving customer sentiment and lowering avoidable churn.
- Establish a repeatable operating rhythm for reviewing customer issue trends action-plan progress and unresolved systemic risks with business leaders.
Data Quality Taxonomy and Systems Enablement
- Design and maintain a standardized taxonomy for escalation reasons cancellation reasons and risk drivers so trend reporting is consistent and actionable.
- Partner with Operations and Systems teams to improve the data model fields workflow design and reporting structure in Salesforce.
- Serve as a key CX Insights stakeholder in the utilization of the companys future customer success platform helping optimize requirements for health scoring risk tracking alerts dashboards and retention analytics.
- Ensure that new processes and systems support reliable root cause capture closed-loop action management and executive visibility into customer risk themes.
Cross-Functional Partnership - Partner with Customer Success leadership to improve how at-risk accounts escalations and cancellation signals are identified and categorized.
- Work with Product teams to quantify the impact of product defects usability issues missing capabilities and integration friction on customer experience and retention.
- Collaborate with Support leaders to identify process breakdowns service quality issues and recurring case drivers that contribute to escalation volume.
- Support CX and executive leadership with data-backed narratives for monthly business reviews quarterly business reviews strategic planning and retention-focused initiatives.
Qualifications:
- 5 years of experience in customer insights business analysis CX or CS operations analytics or a related role ideally in a B2B SaaS or subscription-based business.
- Strong experience working with Salesforce data and translating CRM support and customer feedback data into actionable business insights.
- Experience building dashboards trend analyses and executive-ready reporting using spreadsheet tools and business intelligence platforms.
- Demonstrated ability to conduct structured root cause analysis and connect customer-facing symptoms to underlying operational or product issues.
- Strong communication and storytelling skills including the ability to present findings and recommendations clearly to senior stakeholders.
- Proven ability to influence cross-functional teams and drive accountability without direct management authority.
- Experience supporting or defining requirements for customer success technology customer health frameworks or retention analytics is strongly preferred.
Core Competencies:
Analytical problem solving
- Root cause analysis
- Customer journey and retention thinking
- Cross-functional facilitation
- Executive communication
- Process improvement
- Data storytelling
- Operational rigor
Success Measures:
Success in this role will be measured through a combination of business impact insight quality and execution effectiveness including:
- Reduction in repeat customer escalations tied to known root causes.
- Improved visibility into the primary drivers of cancellations and customer risk.
- Increased completion rate and effectiveness of action plans created to address systemic issues.
- Better consistency and adoption of escalation and cancellation taxonomy across teams.
- Strong stakeholder confidence in the quality relevance and actionability of CX insights.
Why This Role Matters:
This role helps the company move beyond anecdotal explanations for customer dissatisfaction and churn by creating a disciplined data-driven process to identify root causes and remove recurring pain points. By improving the organizations ability to detect patterns align on priorities and execute corrective actions the Senior Customer Insights Analyst will directly influence customer retention experience quality and operational maturity.
$117000 - $153000 a year
Required Experience:
Senior IC
About Company
At Lone Wolf Technologies, our goal is to provide the backbone for real estate brokerages across North America. The Complete Enterprise Solution is more than just a product. It’s a plan to drive your business, from infrastructure to user experience and ultimately a healthy, profita ... View more
