Senior Client Experience Analyst

About the Opportunity

The organization is a leading provider of technology and services helping local businesses thrive. This is achieved by assisting customers in understanding local market dynamics, optimizing their marketing efforts, and delivering experiences their customers will love. The company offers tools to monitor marketing activities, competitor landscapes, and customer interactions. A unique blend of AI support and dedicated human expertise with local knowledge is committed to customer success. The organization is prepared to do whatever it takes to help clients reach their goals. Its technology and personalized tools integrate to help local businesses easily understand their unique business, market, and customer needs. The offerings include SEO, Reviews, Advertising, Email Marketing, Chat and Messaging, Social Media, Website development, Lead Management, and Appointment Scheduling, all working in concert for local businesses. This is a technology-led service with a human touch.

About the Role

The Client Experience team defines, elevates, and scales how the organization delivers exceptional client experiences consistently, intentionally, and across every stage of the journey. The Senior Client Experience Analyst is a strategic partner to the VP of Client Experience and cross-functional leaders, responsible for elevating how the organization measures, understands, and improves the end-to-end client journey. This role goes beyond reporting. The Senior Analyst connects data, client feedback, and operational signals to uncover systemic risks, prioritize improvements, and influence enterprise-wide decisions. They bring clarity to ambiguity, identify leading indicators of retention and growth, and help transform client insight into organizational action. This is a highly analytical, systems-oriented role that requires strong business judgment, executive communication skills, and a deep curiosity about the real client experience.

What Your Success Will Look Like

• Own analysis of client sentiment and performance data across NPS, CSAT, churn, renewals, support interactions, onboarding metrics, and account health.
• Identify systemic breakdowns, recurring experience failures, and emerging risk patterns across segments.
• Develop and maintain a prioritized view of top experience risks and opportunities.
• Conduct root cause analyses that move beyond symptoms to underlying operational drivers.
• Design and evolve the client experience measurement framework, including leading indicators of retention and expansion.
• Define and refine client health scoring methodologies.
• Partner with leadership to ensure experience metrics are tied directly to revenue performance.
• Quantify the financial impact of experience improvements and failures.
• Build dashboards and executive-level reporting that translate complex data into clear business implications.
• Present findings and recommendations to senior leaders with confidence and clarity.
• Influence cross-functional priorities based on client insight and data-backed evidence.
• Ensure experience standards and journey metrics are visible and actionable across the organization.
• Partner with Sales, Account Management, Product, Marketing, and Operations to improve key lifecycle stages (handoff, onboarding, engagement, renewal).
• Support design and measurement of experience pilots and improvement initiatives.
• Monitor adoption and effectiveness of playbooks, standards, and tools.
• Lead postmortems on major client issues and ensure systemic follow-through.
• Maintain direct exposure to client reality through call reviews, written communication audits, and qualitative feedback analysis.
• Synthesize qualitative and quantitative insights into actionable recommendations.
• Ensure client perspective remains central in strategic discussions.

Who You Are And What You Bring

• Education: Bachelor’s degree in Business, Marketing, Communications, Organizational Leadership, Human Centered Design, Psychology, or a related field—or equivalent practical experience.
• Experience: 5–8+ years of experience in analytics, strategy, operations, consulting, or customer-focused roles.
• Demonstrated ability to influence cross-functional leaders without direct authority.
• Strong experience building measurement frameworks and executive-level dashboards.
• Advanced analytical capabilities (BI tools, CRM data, financial analysis).
• Proven ability to connect experience metrics to revenue and operational outcomes.

Skills

• Excellent executive communication and storytelling skills.
• Strategic thinker who connects insight to business impact.
• Systems-oriented and comfortable navigating ambiguity.
• Cheap confident presenting to senior leadership.
• Naturally curious and field-connected.
• Comfortable surfacing hard truths with data and clarity.
• Biased toward action — not just analysis.

Compensation

The base salary range is $110,000 - $120,000, exclusive of fringe benefits. The final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. Additionally, pay equity and internal equity of current team members are considered in any final offer. The range mentioned is the total salary range for the role. Hiring at the maximum of the range would not be typical to allow for future and continued salary growth. The compensation package may also include incentive compensation opportunities in the form of discretionary bonuses or commissions.

Benefits

The organization invests in its employees by offering diverse benefits from best-in-class carriers. These benefits provide choice and flexibility to keep employees and their families healthy and happy. 100% employer-paid medical, dental, and vision insurance, Flexible paid time off, so you can rest, relax, and recharge away from work, Paid parental leave, Paid cell phone and service, Remote office allowance, Professional development and development courses, Regular manager check-ins to drive performance and career growth.

Work Location & Flexibility

The organization supports a range of work arrangements, including in-office, hybrid, and remote roles. For positions designated as remote, employees who live within commuting distance of an office may be asked to work from the office based on team needs, collaboration opportunities, or business priorities. Specific expectations will be discussed during the interview process. The organization is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, or physical or mental disability. The organization believes in creating a dynamic work environment that values diversity and inclusion.