Drive customer retention and satisfaction as a Senior Customer Insights Analyst. Analyze data to identify trends and systemic risks affecting customer experiences and resolve escalations.
In this role, you'll engage with Customer Success, Operations, and Product teams to create action plans that address the root causes of customer issues. You will apply analytical skills to convert customer behavior patterns into strategic insights aimed at improving operational maturity and customer loyalty.
Key Responsibilities:
• Own analysis of escalations and cancellation patterns
• Monitor customer trends by various segments
• Develop insight packages for executive stakeholders
• Lead structured root cause analysis sessions
• Establish a rhythm for reviewing customer issues
Requirements:
• Minimum 5 years of customer insights experience
• Strong analytical skills using Salesforce data
• Experience in creating executive-level reports
• Exceptional communication ...