Data Analyst, Customer Experience - Remote Eligible

Creative Data Analyst

We're looking for a creative, detail-oriented Data Analyst to support Customer Experience and Enablement. In this role, you will partner closely with CX leadership, program managers, and cross-functional teams to transform raw data into actionable insights that drive better customer journeys, content experiences, and digital engagement. As the team's dedicated analytics expert, you will build and maintain data pipelines, design dashboards, and conduct deep-dive analyses to uncover trends, identify friction points, and measure the impact of CX initiatives. You'll enable the team to make smarter, faster, and more customer-centric decisions by turning complex datasets into clear, compelling stories. This is a high-impact role for an analytical thinker who thrives on uncovering insights, streamlining reporting, and enabling continuous optimization of the end-to-end customer experience.

Data Analysis & Insights

Collect, clean, and analyze structured and unstructured customer data from multiple sources (e.g., CRM, surveys, support tickets, websites, community, digital platforms).

Build dashboards and reports that track key CX metrics (NPS, CSAT, retention, adoption, time to value, lifetime value, content effectiveness).

Translate insights into actionable recommendations that inform customer journey design, content strategy, and digital optimization.

Perform root cause analyses on customer pain points and operational challenges.

Journey & Content Analytics

Partner with CX team members to track funnel performance, conversion rates, and customer engagement across touchpoints.

Support digital enablement programs by measuring content performance, findability, SEO impact, and self-service effectiveness.

Conduct A/B test analysis and digital experimentation to validate improvements and optimize experiences.

Data Infrastructure & Reporting

Collaborate with engineering and systems teams to design and maintain customer data pipelines.

Ensure data accuracy, consistency, and availability across reporting platforms.

Standardize CX analytics frameworks and measurement methodologies for scalability.

Cross-Functional Collaboration

Work closely with CX leadership, program managers, and stakeholders in Product, Marketing, Support, and Education to deliver insights that drive decision-making.

Serve as the team's analytics translator—turning data into stories and visualizations that resonate with executives and business partners.

Support Voice of Customer (VoC) programs by analyzing feedback and surfacing emerging trends.

What You Bring

3–5+ years of experience in data analysis, business intelligence, or customer analytics, ideally in a SaaS or B2B environment.

Passion for customer experience and using data to drive customer-centric outcomes.

Familiarity with CX, digital analytics platforms (Salesforce, Gainsight, ServiceNow, Google Analytics, Qualtrics, etc), and data visualization tools (e.g., Tableau, Looker).

Ability to synthesize data into actionable insights and communicate findings to both technical and non-technical audiences.

Experience with experimentation and statistical analysis.

Strong problem-solving skills, intellectual curiosity, and customer empathy.

Nice-to-Haves

Strong SQL skills, experience with Python or R for advanced data modelling and analysis.

Background in marketing analytics, content performance, or digital product optimization.

Knowledge of customer journey mapping, service design, or UX research.

Familiarity with data warehousing solutions (Snowflake, Redshift, BigQuery)

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact applicationassistance@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.