Senior Voice of the Customer Analyst

VOC Program Design and Execution

• Design and run a structured customer interview program across Harbor’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.
• Develop a repeatable process for turning customer feedback into executive insights and action items.
• Continuously improve VOC methodologies as Harbor’s customer segments and business needs evolve.
• Establish a closed-loop VOC process that captures customer feedback, synthesizes themes, routes insights to the right owners, and tracks follow-up actions and outcomes.

Segmentation and Churn Analytics

• Lead the analysis and ongoing refinement of Harbor’s customer segmentation strategy across Nonprofit, Corporate, and Professional customers in partnership with CS, Expansion, Operations, and leadership.
• Build repeatable churn analysis frameworks using CRM and Metabase data and qualitative customer feedback.
• Partner to refine and update customer health scoring models to identify at-risk accounts with high accuracy, enabling early intervention and proactive retention efforts.
• Track and analyze retention and expansion metrics, including GRR, NRR, and churn trends, for leadership reporting.
• Conduct root-cause analysis on churn, downgrade, dissatisfaction, and expansion patterns by combining CRM data, customer interviews, survey results, and operational signals.

Insight Delivery and Executive Reporting

• Design and maintain executive-facing reporting, dashboards, and insight narratives highlighting customer sentiment, churn risks, key trends, and recommended actions.
• Present customer insights and recommendations to senior leadership in a clear, actionable format.
• Build and maintain a centralized VOC knowledge base 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 quality and reporting reliability.

Cross-Functional Partnership

• Establish feedback loops between VOC insights and Product, Operations, Expansion, and CX teams to drive business improvements.
• Serve as the internal advocate for the customer voice in cross-functional planning and strategy discussions.
• Partner with Expansion to identify customer needs, segment patterns, and expansion signals that inform upsell and growth opportunities.
• Partner with Product to prioritize feature and experience improvements based on customer feedback.

Requirements

• 5+ years of experience in VOC, CX analytics, or customer insights with ownership of programs and outcomes.
• Experience building customer research programs and structured interviews that inform business decisions.
• Strong executive communication skills with experience presenting complex analysis to senior stakeholders.
• Advanced SQL and CRM data experience (HubSpot preferred), plus survey design expertise (NPS, CSAT, CES).
• Experience with customer segmentation or cohort analysis tied to retention and growth.
• Proven ability to work cross-functionally and independently with minimal direction.

Skills and Knowledge

• 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 SaaS and/or tech-enabled services across multiple customer segments.
• Familiarity with qualitative research and AI tools used for customer research, synthesis, and reporting.
• Experience working with CRM and BI/reporting tools to analyze customer data and build dashboards; HubSpot and Metabase experience preferred.
• 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 quality gaps, and distinguish signal from noise.