Job Requisition ID #
25WD94413Senior Customer InsightsPosition OverviewAs Senior Customer Insights Analyst, you will be a strategic analytics partner to the Customer Technical Success (CTS) organization, shaping how data informs decision-making at scale. You will move beyond descriptive reporting to diagnostic, predictive, and prescriptive analytics, helping leaders understand why things are happening, what is likely to happen next, and where to intervene for maximum impact.You will work closely with senior CTS leaders, product partners, and operations teams to translate complex, multi-source data into clear insights, recommendations, and measurable business outcomes. This role is ideal for a data professional who combines strong technical depth, business acumen, and executive-level storytelling.You will join the CTS Data & Analytics (D&A) team and report to the Senior Manager of Data & Analytics. The team includes BI developers, analysts, and data scientists supporting CTS globally. This role will have meaningful influence on CTS strategy, metrics, and data maturity.ResponsibilitiesPartner with CTS leadership to define key business questions, success metrics, and analytical roadmapsConduct research from problem definition through execution of analysis. Highlight potential areas of concern for senior management based on your analysisAssess impact of business strategies and provide clear articulation of analysis to support decision making for senior managementExecute sophisticated qualitative and quantitative analyses, including advanced modeling, that translate raw data into insights that can be turned into actionable recommendations and built into reports and dashboardsAct as the data subject matter expert for the area of the business you support – understanding dataset structure, data quality, and appropriate analysis use casesEvaluate existing metrics, data models, and reporting practices; identify gaps and propose improvementsChampion data literacy and mentor junior analysts across the CTS D&A teamMinimum Qualifications 7+ Years Relevant Work ExperienceBA / BS in STEM DisciplineExperience with statistical analysis softwareExperience with BI / Data Visualization tools (E.g. PowerBI)Strong executive communication and storytelling skills PythonExperience using modern AI-assisted analytics toolsExperience writing SQL queries and working with large datasetsPreferred QualificationsExperience supporting Support, Customer Success, Sales, Order Management, Digital SupportSalesforce Reporting and DashboardsSnowflakeProject ManagementThe Ideal CandidateYou can creatively mine multiple disparate datasets to glean insights, answer business questions and provide next best actionsYou tell compelling stories using data and reporting tools– you weave together a narrative of what is happening in the business based on your analysisYou engage business leaders to determine how to best answer their questions through analysis
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