Senior Customer Insights Analyst

About the Role

Contentful is seeking a Senior Customer Insights Analyst to join our Customer Insights & Adoption team. In this role you will serve as a strategic analytics partner transforming data into actionable insights that enhance customer satisfaction retention and growth.

You will play a key role in helping CX leadership and cross-functional partners understand how customer interactions support requests and engagement behaviors drive business outcomes. Through data youll uncover opportunities to improve efficiency elevate customer journeys and strengthen Contentfuls commitment to customer success.

Sitting within the CX organization youll collaborate closely with Customer Success Customer Support Professional Services and Learning Services. Youll also work with Product Marketing and Sales as well as our central Data team. Youll build reports dashboards and models that bring the voice of the customer and our partners to life. Youll leverage Contentfuls Insight360 platform to interrogate data experiment and deliver insights that drive meaningful action across the company.

If youre passionate about using analytics and quantitative data to shape the customer experience and influence business strategy this role offers the opportunity to make a direct impact on retention growth and customer happiness.

What Youll Do

• Work across CX teams to analyze key customer experience metrics such as NPS CSAT retention churn engagement and expansion trends.
• Deliver deep-dive analyses and actionable insights that inform tactical improvements and long-term CX strategies.
• Build maintain and enhance dashboards and reports using Insight360 and BI tools to track health scores adoption and customer sentiment.
• Collaborate cross-functionally with Product Sales and Marketing to create a holistic understanding of the end-to-end customer journey.
• Translate complex datasets into clear narratives and recommendations helping leaders make data-informed decisions that improve retention and customer value.
• Act as Data Steward for the CX organization to help drive data capture improvements define key metrics and attributes as well as ensure strong data hygiene for CX owned data.
• Partner with the central Data team to define customer data requirements ensure data accuracy and influence the roadmap for CX data enablement.
• Conduct cohort analyses segmentation studies and trend modeling to identify opportunities for revenue growth expansion and customer advocacy.
• Support the CX organization with forecasting planning and operational reporting that aligns with business objectives.
• Act as a data-driven thought leader promoting customer insight as a core capability within the CX team and the wider organization.
• Drive adoption of CX analytics tools and processes to enable self-service and increase data fluency across customer-facing teams.

What Success Looks Like

• Customer Experience teams make faster smarter decisions based on accurate timely insights.
• Contentful maintains a 360 view of the customer integrating data across support success product usage and engagement touchpoints.
• Insight360 dashboards are the trusted source of truth for customer health retention and satisfaction metrics.
• Proactive analysis leads to measurable improvements in retention expansion and customer advocacy.
• The CX organization is recognized as a strategic data-informed partner to the business.

What Youll Need

Required:

• 10 years of experience in Customer Experience Customer Success or Product/Business Analytics.
• Proven ability to analyze complex customer data and translate it into actionable business recommendations.
• Strong understanding of customer lifecycle metrics including NPS CSAT churn retention expansion and health scoring.
• Advanced skills in SQL and BI tools (e.g. Tableau Looker Power BI or similar).
• Experience with customer data sources (e.g. Gainsight Salesforce Zendesk or similar platforms).
• Ability to collaborate effectively with both technical (Data Engineering) and business (CX Sales Product) stakeholders.
• Exceptional storytelling and communication skills with the ability to influence leadership using data.

Preferred:

• Experience in SaaS businesses with a focus on customer retention and growth.
• Familiarity with modern data stacks (e.g. Snowflake).
• Background in predictive analytics segmentation or customer journey analysis.
• Understanding of data governance enablement and CX data integration best practices.

Whats in it for You

• Join an ambitious tech company reshaping the way people build digital experiences
• Full-time employees receive Stock Options for the opportunity to share in the success of our company
• Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.
• Fertility and family building benefits including a lifetime reimbursable wallet to support your growing family.
• We valueWork-Life balanceandYou Time!A generous amount of paid time off including vacation days sick days compassion days for loss education days and volunteer days
• Company paid parental leaveto care for and focus on your growing family
• Use your personal annual education budget to improve your skills and grow in your career
• Enjoy a full range of virtual and in-person events including workshops guest speakers and fun team activities supporting learning and networking exchange beyond the usual work duties
• An annual wellbeing stipend to care for your physical financial or emotional health
• A monthly communication stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.

Ready to Turn Customer Insight into Action

Join Contentful and help shape the future of customer experience through data. Together well transform insight into action and create exceptional outcomes for our customers.

This role must be conducted in a state in which we are currently registered to do business.

Salary Statement: The salary range displayed applies to potential hires who will work or reside in New York if selected for the role. Any offered salary is determined based on internal equity internal salary ranges market data/ranges applicants skills and prior relevant experience certain degrees and certifications (e.g. JD/technology) for example.

Salary Range: 143000 - 193000

This position is eligible for equity awards in accordance with the terms of Contentfuls variable compensation plans.

Who are we

Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging personalized content at scale. By blending composability with native AI capabilities Contentful enables dynamic personalization automated content delivery and real-time experimentation powering next-generation digital experiences across brands regions and channels for more than 4200 organizations worldwide. More than 700 people from more than 70 nations contribute their energy and creativity to Contentful working from hubs in Berlin Denver San Francisco London New York and distributed worldwide.

Everyone is welcome here!

Everyone is welcome here is a celebrated component of our culture. At Contentful we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race color national origin religion sexual orientation gender gender identity age physical disability or length of time spent unemployed. We invite you to apply and join us!

If you need reasonable accommodations at any point during the application or interview process please let your recruiting coordinator know.

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