Customer Experience Business Intelligence Analyst - Remote Eligible

Customer Experience Business Intelligence Analyst

LastPass is a leader in password and identity management, making it easier to log into life and work. Trusted by 100,000 businesses and millions of users, LastPass combines advanced security with effortless access for individuals, families, small business owners, and enterprise professionals. With LastPass, important credentials are protected and private – and always within reach.

LastPass is looking for a Customer Experience Business Intelligence Analyst:

We're looking for a highly motivated and experienced Customer Experience Business Intelligence Analyst to become a key player on our Customer Experience (CX) Strategy & Operations team. This role is perfect for someone who's passionate about uncovering insights, crafting compelling visual narratives, and gaining a deep understanding of business operations—not just fulfilling data requests. If you are passionate about complex problem solving and motivated by scale, then this is the role for you!

Who will you work with?

As part of the Customer Experience Strategy & Operations team, you'll collaborate closely with cross-functional teams including Customer Success, Support, Community, QA, Business Intelligence, Data Scientists, and Data Engineering. This role will be instrumental in shaping data-driven decision-making across the organization.

What are some of the exciting challenges you will be working on?

• Partner with stakeholders and senior leaders to understand business goals and translate them into analytical stories and solutions.
• Collect, analyze, and interpret complex data sets to identify trends and patterns that inform business strategies and improve the customer experience for post-purchase customer journeys via Support and both B2B and B2C segments.
• Design and build an intuitive portfolio of dashboards and reports using tools like Power BI.
• Write efficient SQL queries to extract, validate, and analyze data from multiple sources.
• Investigate data anomalies and work with data engineering to trace issues to source systems.
• Document data tables, definitions, logic, and processes to ensure transparency and repeatability.
• Support strategic initiatives with data-backed insights and recommendations.
• Champion a culture of curiosity, continuous learning, and business acumen within the BI function.

What does it take to work at LastPass?

• Proven experience in a BI, analytics, or business operations role.
• Strong SQL skills and comfort working with relational databases.
• Expertise in data visualization tools (Power BI, Tableau, or similar).
• Ability to work independently, manage multiple priorities, and deliver high-quality work.
• Strong communication skills with the ability to explain complex data to non-technical audiences.
• A passion for understanding how the business works—not just the data behind it.
• Experience working with cross-functional teams and navigating ambiguity.
• Familiarity with data validation, data lineage, and collaborating with data engineering teams.

It's great, but not required:

• Experience in SaaS or customer experience-focused organizations.
• Exposure to tools like Salesforce, dbt, Databricks, Gainsight.
• Curiosity about emerging technologies and analytics trends.

Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

US Pay Range

$62,500 - $75,000 USD

Why LastPass?

• Market-leading password manager
• High-growth, collaborative environment with inclusive teams
• Remote-first culture
• Competitive compensation
• Flexible Paid Time Off policies, including but not limited to: Quarterly Self-Care Days (4 extra paid days off annually) and Volunteer Days
• Parental leave
• Comprehensive health coverage, including dependents
• Home office setup support
• LastPass Families free account for up to 5 members
• Continuous learning and development opportunities, including an annual learning stipend to invest in your growth
• Peer-to-peer recognition through Motivosity
• Employee Assistance Program for well-being support
• Remote work stipend to support your home office needs
• Short-Term or Remote-Centric Work Arrangements for added flexibility

Unlock your potential with us - your skills, experience, and unique perspective matter more than just checking the boxes. Apply today, and let's build the future together!

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