Data Analyst – Customer Experience & Product Insights

Are you passionate utilising data to enhance customer experience Were looking for a Data Analyst who wants to lean into the why not just the what. Youll shape how IDEXX understands customer behavior software adoption and the Point-of-Care (POC) customer journey turning data into decisions that drive product strategy.

This is an exciting brand new role here at IDEXX!

This role will be hybrid in our Westbrook ME office.

As part of our Point-of-Care analytics team youll sit at the intersection of user behavior product health and device connectivity. Youll translate complex telemetry and customer interactions into insights that influence product strategy enhancements and customer experience improvements. Using tools like Heap youll uncover how customers navigate our products identify friction points and connect product usage patterns to support issues. Youll collect analyze and interpret customer feedback from multiple channels (surveys NPS support tickets call logs digital behavior) and translate it into clear actionable insights for leadership and business partners.

Youll join a full-service analytics team with high visibility across the organization. We handle everything from data modeling to measurement strategy and business insight generation. Youll partner closely with Product Software Engineering and UX teams to align insights with business objectives and execution.

Youll be our first dedicated CX/Product analyst on the team building this capability from the ground up. As we scale we expect you to go deep in priority areas first and then expand your scope as the foundations mature.

Key Responsibilities

• Shape how we measure product performance and user experience across the POC ecosystem by creating event taxonomies user metrics and KPIs that are clear consistent and guide product and customer experience decisions.
• Analyze user journeys conversion funnels and drop-off points to identify friction and recommend improvements to the product and user experience (UX).
• Develop a cross-product view of the customer journey spanning software devices and support channels starting with the highest-impact workflows and expanding over time.
• Partner with Software Engineering to translate device connectivity and instrument health data into meaningful Product and CX KPIs including error rates connectivity uptime reliability indicators and funnel analysis.
• Link product usage patterns to support trends (case volume issue drivers escalation patterns) to surface root causes and prevention opportunities.
• Build actionable customer segments that combine technology stack and behavioral characteristics to support targeted marketing product rollout and change management strategies.
• Support experimentation by partnering with Product and UX to shape success metrics develop measurement plans and evaluate outcomes with A/B tests where possible or quasi-experimental and observational approaches when appropriate.
• Synthesize behavioral analytics with qualitative signals (in-app feedback surveys interviews) to deliver a comprehensive view of customer experience.
• Communicate insights clearly and compellingly to Product R&D UX Marketing and leadership stakeholders.

Who were looking for

Youre a data storyteller comfortable with ambiguity. Clean data in an IoT environment Were pragmatists here youll get good at triangulating insights from imperfect sources and still driving confident decisions.

• SelfStarter Self-directed and proactive with a strong sense of ownership and accountability. Comfortable operating in ambiguity and fast-paced environments with evolving priorities.
• Cross-Functional Collaboration Demonstrated ability to partner effectively across Product Operations Customer Success and other stakeholders to align insights with business objectives and execution. Experience operating in enterprise-scale or matrixed organizations and influencing CX strategy through data-driven storytelling and cross-functional alignment.
• Behavioral Analytics Expertise Proficiency with Heap or hands-on experience with other CX analytics or Voice of Customer (VoC) platforms (Amplitude Pendo) with a willingness to become a Heap expert quickly. Demonstrated ability to analyze and interpret large multi-source datasets (including survey behavioral and sentiment data) to generate actionable insights.
• Technical Proficiency Advanced SQL and Python for data manipulation. R experience is a plus. Experience working with cloud data warehouses (Snowflake Redshift etc.).
• SaaS / IoT Experience Experience analyzing software adoption installed base and/or connected device metrics.
• Metric Definition & Experimentation A track record of creating new KPIs from scratch and designing measurement plans for experiments (A/B tests quasi-experimental approaches or observational studies).
• Visualization and Communication Proficiency in data visualization tools including Tableau Power BI or Looker with a portfolio or examples of published dashboards or insights reports. Present findings and recommendations in a clear compelling way to both technical and non-technical audiences.
• Nice-to-Haves- Familiarity with Adobe Analytics or Adobe Target Advanced A/B testing expertise (power calculations sample sizing guardrail metrics causal inference) Exposure to Voice of Customer (VoC) platforms or blending survey/interview insights with behavioral data Experience stitching together data from hardware software and support channels

What you can expect from us:

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