Related skills
data analysis analytics sql data visualization excel📋 Description
- Develop CSAT/VOC frameworks linking to retention and revenue.
- Quantify cost-to-support by product area and channel with Support Ops.
- Produce quarterly executive CX and cost-driver reports.
- Establish cadence with Global Sales to surface and prioritize issues.
- Drive CSAT survey strategy: sampling, delivery, and quality.
- Collaborate with VOC and cross-functional partners to inform prioritization with impact metrics.
🎯 Requirements
- 8+ years of experience in customer insights, business analytics, strategy, or operations roles within a SaaS organization
- Demonstrated ability to translate qualitative customer feedback into quantitative analysis
- Ability to synthesize data into clear narratives that inform prioritization and decision-making
- Experience building analytical frameworks that inform prioritization or investment decisions
- Experience with data analysis and reporting (e.g., SQL, Excel, BI tools)
- Bachelor’s degree in a relevant field (or equivalent practical experience)
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