Senior Customer Insights Analyst in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Insights Analyst in United States.

This role sits at the intersection of data analytics, customer experience, and strategic decision-making, focusing on uncovering the root causes behind customer escalations, cancellations, and retention risks. You will transform complex customer and operational data into clear, actionable insights that directly influence product, support, and customer success strategies. Working within a cross-functional CX Insights environment, you will partner closely with senior stakeholders across Customer Success, Product, Support, and Operations to identify patterns and drive meaningful improvements. The role requires strong analytical thinking, business judgment, and the ability to translate data into compelling narratives that lead to action. You will help establish structured frameworks for understanding customer friction and improving retention outcomes. This is a high-impact position where your insights directly shape customer experience and long-term business performance.

• Lead analysis of customer escalations, cancellations, and retention risk indicators across the full customer lifecycle.
• Identify trends and patterns across segments, regions, products, and lifecycle stages to uncover systemic issues.
• Develop recurring insight reports and dashboards for CX, Product, Support, and executive stakeholders.
• Conduct deep root cause analysis to connect customer friction points to operational, product, onboarding, or service drivers.
• Facilitate cross-functional working sessions to align on priorities, define corrective actions, and assign ownership.
• Track remediation initiatives and measure their effectiveness in reducing churn and improving customer experience.
• Partner with Operations and Systems teams to improve data structures, taxonomy, and reporting consistency in CRM and CX tools.
• Support executive reporting with data-driven narratives for business reviews and strategic planning.

• 5+ years of experience in customer insights, analytics, CX operations, or business analysis, ideally in a B2B SaaS environment.
• Strong experience working with Salesforce or similar CRM systems and translating data into actionable insights.
• Proven ability to build dashboards, perform trend analysis, and deliver executive-level reporting.
• Strong expertise in root cause analysis and connecting customer issues to operational or product drivers.
• Excellent communication and storytelling skills, with the ability to present insights clearly to senior stakeholders.
• Ability to influence cross-functional teams and drive accountability without direct management authority.
• Experience with customer health scoring, retention analytics, or CX platforms is highly desirable.
• Strong analytical mindset combined with structured problem-solving and process improvement skills.

• Competitive annual salary range: $117,000 – $153,000.
• Opportunity to shape customer experience strategy through high-impact insights and analytics.
• Exposure to senior leadership and cross-functional decision-making processes.
• Collaborative, data-driven environment focused on continuous improvement.
• Strong ownership over customer insights frameworks, taxonomy, and analytics systems.
• Opportunity to directly influence customer retention and business outcomes.
• Work within a fast-paced, cross-functional CX organization.