Sr. Strategy & Operations Analyst (VOC)

Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseyas best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained strong double-digit growth over the past several years and is backed by Insight Venture Partners ) a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.

Founded in 2000 Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions go to and for more information on Kaseyas culture.

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.

Role Summary

The Senior Strategic Analyst Customer Experience & Voice of the Customer will play a pivotal role in shaping how Kaseya listens to understands and acts on customer feedback across the customer lifecycle. This role blends analytical rigor CX strategy and executivelevel storytelling to turn customer signals into actionable insights that improve customer outcomes and drive business decisions.

The ideal candidate is datadriven comfortable operating independently and skilled at synthesizing qualitative and quantitative customer feedback into clear leadershipready recommendations. This role will work closely with Customer Experience Customer Success Support Product and executive stakeholders to mature Kaseyas VoC program and embed customer insights into decisionmaking.

Key Responsibilities

• LeadVoice of the Customer (VoC) analytics and strategic initiatives synthesizing feedback from surveys customer interactions and operational data to inform leadership decisions
• Develop and maintainCX KPI frameworks(e.g. NPS CSAT CES sentiment driver analysis) and connect them to customer lifecycle and business outcomes
• Buildexecutiveready narratives and presentationsthat translate customer feedback into clear themes insights and prioritized actions for SVP and Clevel audiences
• Partner crossfunctionally withCustomer Experience Product Support Customer Success Finance and Sales Opsto align on customer insights and improvement initiatives
• Own portions of theCX operating rhythm including VoC readouts QBR inputs executive reviews and governance forums
• SupportCX program transformation efforts including VoC maturity closedloop feedback processes and rollout of new listening mechanisms
• Driverootcause and driver analysisto understand what is influencing customer satisfaction loyalty retention and expansion
• Maintain a strong understanding of theendtoend customer journey segmentation personas and key moments that matter

Required Skills & Experience

• 5 yearsof experience in Strategy Analytics Operations CX Consulting or a related field
• Strongexecutive communication and storytellingskills; ability to simplify complex customer data into clear insights and recommendations
• Experience working withcustomer feedback and CX metrics(e.g. NPS CSAT CES surveys sentiment analysis)
• Proficiency withBI tools(Power BI Sigma Tableau or similar)
• StrongExcel or Google Sheetsmodeling skills for analysis and synthesis
• StrongPowerPointskills with experience building full executivelevel decks
• Experience inSaaS subscription businesses or customercentric operating models
• Ability to work autonomously manage multiple workstreams and prioritize in a fastpaced environment

Success Metrics

Quality & Timeliness of Deliverables
Delivers accurate leadershipready CX and VoC analyses models and presentations on time with minimal revision cycles required

Influence on CX & Business Decisions
Produces customer insights that directly shape CX Product Support or CS decisions reflected by adoption of recommendations and recurring inclusion in leadership forums

VoC Program Impact & Maturity
Strengthens Kaseyas VoC program by improving insight clarity actionability and followthrough resulting in clearer ownership and measurable improvements to customer experience

Stakeholder Satisfaction & CrossFunctional Partnership
Earns strong feedback from CX Product Support CS and executive stakeholders for responsiveness clarity and effectiveness

Process & Insight Improvements
Drives measurable improvements in CX reporting feedback synthesis and insight workflows reducing manual effort and increasing speedtoinsight through standardization and better tooling

Join the Kaseya growth rocket ship and see how we are #ChangingLives !

Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race religion age ancestry gender sex sexual orientation national origin citizenship status physical or mental disability veteran status marital status or any other characteristic protected by applicable law.