Senior Customer Insights Analyst

Job Summary

To enhance customer retention and experience, the full-time remote Senior Customer Insights Analyst will analyze customer escalations and cancellations, identify root causes, and collaborate with cross-functional teams to implement actionable insights and improvements.

Key Responsibilities:

• Own the end-to-end analysis of customer escalations and cancellations, reporting on trends and identifying emerging issues
• Lead root cause analysis for high-priority themes and facilitate cross-functional sessions to define impactful action plans
• Design and maintain a standardized taxonomy for escalation and cancellation reasons, partnering with Operations to improve data reporting structures

Required Qualifications:

• 5+ years of experience in customer insights, business analysis, or related fields, preferably in a B2B SaaS environment
• Strong experience with Salesforce data and translating customer feedback into actionable insights
• Proven ability to conduct structured root cause analysis and connect customer symptoms to operational issues
• Experience building dashboards and executive-ready reporting using business intelligence tools
• Demonstrated ability to influence cross-functional teams and drive accountability without direct management authority