Senior Customer Insights Analyst

Job description

The Senior Customer Insights Analyst is responsible for identifying, analyzing, and helping eliminate the systemic drivers of customer escalations, cancellations, and retention risk across the customer lifecycle. This role sits within the CX Insights team and partners closely with Customer Success, Support, Product, Operations, and Revenue leadership to uncover root causes, quantify impact, and drive action plans that improve customer experience and retention. This role combines analytical rigor, business judgment, and cross-functional influence. The ideal candidate can move from data to diagnosis to action, translating patterns in customer behavior, feedback, and operational performance into clear recommendations and sustained process. Key Responsibilities: Customer Escalation and Cancellation Insights: Root Cause Analysis and Action Planning Data Quality, Taxonomy, and Systems Enablement - Own the end-to-end analysis of customer escalations, cancellations, and key risk indicators across the customer. - Monitor and report on trends by segment, product, region, lifecycle stage, and reason code to identify emerging issues and recurring patterns. - Build recurring insight packages fo...