Sr Analyst, Customer Intelligence

What You'll Do

• Ensure CX360 delivers accurate, trusted, decision-ready customer intelligence across Product, CX, Operations, and executive leadership, with clear ownership of scoring integrity.
• Define and govern scoring frameworks, lifecycle metrics, friction models, and prioritization thresholds to ensure consistency, transparency, and business relevance.
• Collaborate with Data Science, Architecture, Engineering, and Product to validate data integrity and strengthen insights through predictive modeling and sentiment analysis.
• Build and evolve customer intelligence analytics including segmentation, cohort analysis, and driver attribution tied directly to retention and efficiency outcomes.
• Quantify the financial and operational impact of customer friction using revenue and cost modeling to establish measurable prioritization standards.
• Translate complex analytics into structured, prioritized recommendations that influence retention strategy, roadmap investment, and operational optimization.
• Apply AI techniques — including NLP, LLM integrations, and predictive models — to automate feedback classification, improve signal detection, and reduce time-to-insight.
• Maintain governed analytics environments across Qualtrics, Snowflake, Power BI, Tableau, and related systems to ensure secure, scalable enterprise intelligence.

What Your Responsibilities Will Be

• Elevate Avalara business by establishing a governed, enterprise-standard intelligence system that improves retention, reduces cost-to-serve, and strengthens roadmap and operational decisions.
• Enable earlier detection of lifecycle friction and renewal risk, allowing proactive intervention before issues escalate.
• Raise analytical rigor and AI capability by standardizing scoring frameworks and embedding decision-grade intelligence into enterprise workflows.

Qualifications

• Bachelor's degree in Data Science, Statistics, Mathematics, Computer Science, Economics, Engineering, or related field.
• 6+ years of progressive experience in advanced analytics, customer intelligence, enterprise BI, or CX measurement roles within SaaS or complex customer environments.
• Demonstrated experience designing and governing scoring frameworks, driver analysis models, or prioritization methodologies tied to measurable revenue and retention outcomes.
• Proven experience building and deploying predictive models (e.g., churn probability, renewal risk, expansion propensity) that informed real business decisions.
• Demonstrated experience operationalizing AI- and LLM-driven analytics within enterprise decision workflows — not just experimentation or prototype analysis.
• Experience applying NLP and machine learning techniques to large-scale unstructured customer feedback and behavioral datasets.
• Experience partnering with Data Science, Engineering, Product, and Finance to move models from concept to production deployment.
• Strong experience designing executive-facing data visualizations and translating statistical findings into prioritized, decision-ready recommendations.
• Demonstrated ability to connect customer experience and analytical outputs directly to GRR, CPO, CSAT, operational efficiency, and cost-to-serve metrics.
• Experience operating as a senior-level individual contributor, setting analytical standards and influencing cross-functional direction without direct authority.