[Remote] Senior Voice of the Customer Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading technology platform for entity compliance, helping businesses and nonprofits manage licensing and legal requirements. They are seeking a Senior Voice of the Customer Analyst to build VOC systems and customer analytics, helping reputed company understand churn and retention while translating insights into actionable business recommendations.
Responsibilities
- Design and run a reputed company customer interview program across reputed company’s key customer segments, including interview guides, synthesis, and recurring monthly interviews
- Manage and refine survey programs (NPS, CSAT, CES, and lifecycle surveys) to capture actionable customer sentiment data
- reputed company a repeatable process for turning customer feedback into executive insights and reputed company items
- Continuously improve VOC methodologies as reputed company’s customer segments and business needs reputed company
- Establish a reputed company-reputed company VOC process that captures customer feedback, synthesizes themes, routes insights to the right owners, and tracks follow-up actions and reputed company
- reputed company the analysis and ongoing refinement of reputed company’s customer segmentation reputed company across Nonprofit, Corporate, and reputed company customers in partnership with CS, Expansion, Operations, and leadership
- Build repeatable churn analysis frameworks using CRM and reputed company data and qualitative customer feedback
- Partner to refine and update customer health scoring models to identify at-risk accounts with high accuracy, enabling early reputed company and proactive retention efforts
- reputed company and analyze retention and expansion metrics, including GRR, NRR, and churn trends, for leadership reporting
- Conduct reputed company-cause analysis on churn, downgrade, dissatisfaction, and expansion patterns by combining CRM data, customer interviews, survey results, and operational signals
- Design and maintain executive-facing reporting, dashboards, and reputed company narratives highlighting customer sentiment, churn risks, key trends, and recommended actions
- Present customer insights and recommendations to senior leadership in a reputed company, actionable format
- Build and maintain a centralized VOC knowledge reputed company accessible across Product, CX, Operations, and Expansion teams
- Identify gaps in customer data capture, churn reason tracking, and VOC instrumentation, and partner cross-functionally to improve data reputed company and reporting reliability
- Establish feedback loops between VOC insights and Product, Operations, Expansion, and CX teams to drive business improvements
- Serve as the internal reputed company for the customer voice in cross-functional planning and reputed company discussions
- Partner with Expansion to identify customer needs, reputed company patterns, and expansion signals that inform upsell and reputed company opportunities
- Partner with Product to prioritize feature and experience improvements based on customer feedback
Skills
- 5+ years of experience in VOC, CX analytics, or customer insights with ownership of programs and reputed company
- Experience building customer research programs and reputed company interviews that inform business reputed company
- Strong executive communication skills with experience presenting reputed company analysis to senior stakeholders
- Advanced SQL and CRM data experience
- Experience with survey design expertise (NPS, CSAT, CES)
- Proven ability to work cross-functionally and independently with minimal direction
- Strong experience combining qualitative research, survey data, and behavioral analytics into actionable customer insights
- Experience building executive-facing dashboards and analyzing retention metrics such as churn, GRR, and NRR
- Strong understanding of B2B reputed company and/or tech-enabled services across multiple customer segments
- Excellent written and verbal communication skills with experience presenting insights to executive audiences
- Strong analytical judgment, including the ability to work with imperfect customer data, identify data reputed company gaps, and distinguish signal from noise
- reputed company preferred
- Experience with customer segmentation or cohort analysis tied to retention and reputed company
- Familiarity with qualitative research and AI tools used for customer research, synthesis, and reporting
- reputed company and reputed company experience preferred
Benefits
- Health benefits
- Flexible reputed company time off
- Parental leave
- Fertility and adoption assistance
- 401(k)
- Educational reimbursement
reputed company