Senior Data Intelligence Analyst - Customer Experience

About the role

The Senior Data Intelligence Analyst

Customer Experience will own the strategic analysis of customer interaction data to uncover actionable insights that directly shape our product roadmap and service enhancements. You will be responsible for designing and executing complex analytical projects that measure the impact of our customer experience initiatives on key business metrics. This role requires deep collaboration with product, engineering, and operations teams to ensure data intelligence is embedded into every decision-making process. You will lead the development of advanced reporting frameworks that provide a 360-degree view of the customer journey. The position involves conducting sophisticated cohort and lifecycle analyses to identify patterns in user behavior and retention. You will also define and validate the key performance indicators that track the health and satisfaction of our customer base. By leveraging statistical modeling and experimentation, you will provide evidence-based recommendations to optimize touchpoints across the entire ecosystem. Ultimately, you will act as the primary voice of the customer, translating raw data into compelling narratives that drive tangible improvements in satisfaction and loyalty.

Key facts

What you'll do

• Architect a framework for analyzing customer interaction data to identify friction points and opportunities for service optimization.
• Partner with engineering squads to translate business requirements into robust data models that support scalable customer analytics.
• Construct and govern a centralized repository of metrics to monitor the performance of customer experience initiatives in real time.
• Synthesize findings from quantitative research to generate executive-level insights that inform strategic priorities.
• Design and manage controlled experiments to measure the causal impact of changes on customer behavior and satisfaction.
• Lead cross-functional working sessions to align stakeholders on definitions, assumptions, and the interpretation of complex data sets.
• Develop predictive models to forecast customer needs and proactively identify accounts at risk of churn or disengagement.
• Establish data quality controls and validation processes to ensure the accuracy and reliability of all reporting outputs.
• Translate ambiguous business problems into structured analytical plans that yield clear, actionable recommendations.
• Mentor junior analysts on best practices for data visualization, storytelling, and ethical data usage.
• Coordinate with marketing and support teams to align customer feedback with behavioral data for a holistic view of satisfaction.
• Drive the documentation of methodologies and insights to create a reusable knowledge base for the organization.
• Evaluate the success of product releases and feature updates through rigorous post-launch performance analysis.
• Act as a subject matter expert in customer data platforms, ensuring alignment with industry standards for privacy and compliance.

Requirements

• Hold a Bachelor's degree in Data Science, Statistics, Computer Science, or a closely related quantitative field.
• Bring a minimum of 5 years of professional experience in data analysis with a proven track record in customer-centric or product-focused environments.
• Demonstrate expert-level proficiency in SQL for data extraction, transformation, and complex querying.
• Show advanced competence with data visualization platforms such as Tableau or Power BI to create intuitive and insightful dashboards.
• Apply strong analytical reasoning to deconstruct complex business problems and derive clear, logical conclusions.
• Communicate analytical results effectively to both technical and non-technical audiences through clear narratives and visualizations.
• Exhibit a deep understanding of data integrity principles and the ability to implement checks that safeguard against inaccuracies.
• Familiarity with machine learning concepts is preferred to enable collaboration with data science teams on advanced projects.

Nice to have

• Hands-on experience with customer relationship management (CRM) systems and their data architectures.
• Proficiency in programming languages such as Python or R to perform advanced data wrangling and analysis.

Practical notes

This position is open to candidates who require visa sponsorship. We offer competitive benefits, including health insurance, retirement plans, and opportunities for professional development. Applications will be accepted until the position is filled.

About the company

An American company operates from San Jose, California. Focus centers on automated software for financial tasks aimed at United States small businesses. The cloud based system handles operations. Financial institutions receive a white labeled, full payments automation platform called Bill.com Connect. This platform integrates into online banking systems that offer single sign on access. Company serves clients through this ecosystem.