Sr Data Analyst, Customer Insights

Role Overview

Senior Data Analyst, Customer Insights (VoC) will help drive a data-driven transformation of customer insights and Voice of the Customer (VoC). The role analyzes both quantitative and qualitative customer data to uncover trends and recommend actions that improve customer experience and business outcomes.

Responsibilities

• Analyze VoC data to identify trends, friction points, and growth opportunities.
• Merge VoC with internal revenue and transactional datasets to connect feedback to renewal, churn prevention, and expansion outcomes.
• Execute advanced analytics, including predictive modeling and quasi-experiments, and measure impact of closed-loop strategies.
• Design and maintain automated dashboards for real-time stakeholder insights.
• Translate complex quantitative/qualitative data into clear narratives for technical and non-technical audiences.
• Produce leadership-facing VoC reporting and comprehensive ROI reports.
• Partner with technology teams to audit customer data accuracy and accessibility.
• Support data-driven marketing strategy development aligned to business objectives.
• Lead recurring meetings to track VoC health and maintain stakeholder alignment.

Requirements

• 5+ years in data analytics or digital marketing analytics.
• Strong understanding of VoC metrics (e.g., NPS, CSAT, CES).
• Proficiency in mixed-methods analysis.
• Strong problem-solving, critical thinking, and communication/storytelling skills.
• Proficiency in SQL plus Python or R.

Nice to Have / Preferred

• Experience with VoC and survey platforms (e.g., Qualtrics, Medallia).
• Experience with visualization tools such as Looker, Power BI, or Tableau.
• Experience with qualitative analysis such as open-text mining and sentiment analysis.

Education

• Bachelor’s degree in Marketing Analytics, Data Analysis, or another quantitative discipline, or equivalent experience.