Senior Customer Insights Analyst - Customer Success Organisation

Senior Customer Insights

As 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.

Responsibilities

• Partner with CTS leadership to define key business questions, success metrics, and analytical roadmaps
• Conduct research from problem definition through execution of analysis. Highlight potential areas of concern for senior management based on your analysis
• Assess impact of business strategies and provide clear articulation of analysis to support decision making for senior management
• Execute 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 dashboards
• Act as the data subject matter expert for the area of the business you support – understanding dataset structure, data quality, and appropriate analysis use cases
• Evaluate existing metrics, data models, and reporting practices; identify gaps and propose improvements
• Champion data literacy and mentor junior analysts across the CTS D&A team

Minimum Qualifications

• 7+ years relevant work experience
• BA/BS in STEM discipline
• Experience with statistical analysis software
• Experience with BI/Data Visualization tools (e.g. PowerBI)
• Strong executive communication and storytelling skills
• Experience using modern AI-assisted analytics tools
• Experience writing SQL queries and working with large datasets

Preferred Qualifications

• Experience supporting Support, Customer Success, Sales, Order Management, Digital Support
• Salesforce Reporting and Dashboards
• Snowflake
• Project Management

The Ideal Candidate

• You can creatively mine multiple disparate datasets to glean insights, answer business questions and provide next best actions
• You tell compelling stories using data and reporting tools– you weave together a narrative of what is happening in the business based on your analysis
• You engage business leaders to determine how to best answer their questions through analysis