Strategy Development Analyst

About the role

LeadsOnline is seeking a Strategy Development Analyst to support our customer-facing organization, focusing on Training & Knowledge, Customer Support, and Customer Success. This role will analyze data to optimize operational processes, enhance customer experience, and drive data-driven decisions.

Responsibilities

• Analytical Decision Support
• Execute ad hoc and recurring analyses to support decision-making across the Customer Organization
• Translate business questions into structured analyses (e.g., onboarding capacity, workload distribution, training throughput, engagement patterns)
• Prepare clear, executive-ready summaries, visuals, and recommendations for leadership review
• Partner closely with the Chief Customer Officer (CCO) to refine analytical framing and outputs
• KPI Reporting & Performance Infrastructure Design
• Build and maintain KPI dashboards and recurring reporting for weekly, monthly, and quarterly operating reviews
• Define and standardize metrics in partnership with functional leaders
• Establish consistent metric definitions, data sources, and reporting cadences
• Evolve reporting from descriptive metrics to insight-oriented views that highlight trends, root causes, areas for improvement, declines, and action plans
• Cohort Analysis to Identify & Understand the Key Drivers of Customer Retention
• Support development of customer health frameworks and adoption indicators
• Identify early signals of customer risk, friction, or opportunity based on usage, training, and support data
• Build reporting and insights that enable proactive engagement by customer-facing teams
• Systems & Process Enablement (Analytical Support)
• Support evaluation and implementation of customer-facing tools (e.g., CS platforms, service desk systems, LMS, AI-enabled knowledge tools)
• Provide analytical input into customer journey and process improvement initiatives
• Audit effectiveness of tools and workflows using data and observed outcomes
• Ensure systems generate usable, decision-quality data to support reporting and analysis

Qualifications

• Bachelor's degree in mathematics, economics, statistics, or another equivalent field
• 3+ years of relevant experience in consulting, analytics, finance, operations, or a related field
• Experience supporting customer-facing, services, SaaS, or scaled operations environments preferred
• Background in analytics-driven decision support rather than pure BI or tool administration
• Experience leveraging AI-enabled tools to enhance analysis reporting, accuracy, and data-driven decision making and translating the information for actionable recommendations
• Strong dashboarding and reporting skills (Power BI preferred, Tableau acceptable)
• Microsoft SQL experience
• Advanced Excel proficiency
• Strong analytical problem-solving skills, including structuring ambiguous questions and synthesizing insights
• Clear written and verbal communication skills for leadership audiences
• Execution-oriented, analytical, and detail-conscious
• Ability to collaborate with senior leaders, tenured team members and subject-matter experts
• Motivated to grow and extend the role into greater strategic responsibility over time

Benefits

• Employee paid Medical, Dental, and Vision
• Generous paid vacation
• 401k with company matching
• HSA with employer contributions
• FSAs
• Supplemental coverage such as accident, critical illness, hospitalization, life
• Short-Term and Long-Term Disability
• Parental Leave

Pay

TBD

Schedule

TBD