Senior Customer Insights Analyst

Who you are

You have 5+ years of experience in customer insights or analytics, with a strong ability to transform complex data into actionable insights that drive customer satisfaction and retention. Your expertise in SQL and data visualization tools allows you to create impactful reports and dashboards that inform strategic decisions across the organization. You are comfortable collaborating with cross-functional teams, including Customer Success, Product, and Marketing, to understand customer interactions and engagement behaviors. You have a keen understanding of key customer experience metrics such as NPS, CSAT, and retention, and you leverage this knowledge to identify opportunities for improvement.

Desirable

Experience with analytics platforms like Google Analytics or Amplitude is a plus, as is familiarity with customer experience frameworks. You are passionate about using data to influence business strategy and improve customer journeys. Your strong communication skills enable you to present insights clearly to stakeholders at all levels, fostering a data-driven culture within the organization.

What you'll do

In this role, you will serve as a strategic analytics partner within the Customer Insights & Adoption team, working closely with CX leadership to analyze key customer experience metrics. You will deliver deep-dive analyses that inform tactical improvements and drive customer satisfaction. Your responsibilities will include building reports and dashboards that highlight customer engagement trends and support requests, ultimately helping to enhance the overall customer experience. You will leverage Contentful’s Insight360 platform to interrogate data and experiment with new approaches to uncover insights that lead to meaningful action.

You will collaborate with various teams, including Customer Success, Customer Support, and Professional Services, to ensure that customer feedback is integrated into product development and service delivery. By analyzing customer interactions and support requests, you will help the organization understand how these factors drive business outcomes and identify areas for improvement. Your insights will play a crucial role in shaping strategies that enhance customer retention and growth.

What we offer

Contentful offers a dynamic work environment where you can make a direct impact on customer success. You will have the opportunity to work with a talented team dedicated to improving customer experiences and driving business results. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to empower organizations to deliver exceptional digital experiences.