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Senior Customer Insights Analyst

1 month, 1 week ago
Canada
Full-time
Senior
Data Analyst
Data Science and Analytics
CRM Salesforce
Apply Now
Lone Wolf Technologies

Lone Wolf Technologies

Lone Wolf Technologies offers a complete real estate software suite for brokerages and agents, connecting real estate and technology to simplify transactions and operations.

Internet Software & Services
251-1K
Founded 1989
View All Jobs 13

Description

  • Own end-to-end analysis of customer escalations, cancellations, and key risk indicators across the customer lifecycle.
  • Monitor and report on trends by segment, product, region, lifecycle stage, and reason code to identify emerging issues and recurring patterns.
  • Build recurring insight packages for CX, Customer Success, Support, Product, and executive stakeholders.
  • Develop structured analyses that connect customer issues to operational, product, onboarding, service, and commercial root causes.
  • Lead root cause analysis for high-priority escalation and cancellation themes using data from Salesforce, support systems, customer feedback, and future customer success platform data.
  • Facilitate cross-functional working sessions to align on root causes, prioritize issues, and define action plans with owners and milestones.
  • Track remediation plans through completion and measure impact on repeat escalations, customer sentiment, and avoidable churn.
  • Establish a repeatable operating rhythm for reviewing customer issue trends, action-plan progress, and unresolved systemic risks.
  • Design and maintain a standardized taxonomy for escalation reasons, cancellation reasons, and risk drivers.
  • Partner with Operations and Systems teams to improve Salesforce data models, fields, workflows, and reporting structures.
  • Support CX and executive leadership with data-backed narratives for business reviews, strategic planning, and retention-focused initiatives.

Requirements

  • 5+ years of experience in customer insights, business analysis, CX or CS operations, analytics, or a related role.
  • Experience in a B2B SaaS or subscription-based business is preferred.
  • Strong experience working with Salesforce data.
  • Ability to translate CRM, support, and customer feedback data into actionable business insights.
  • Experience building dashboards, trend analyses, and executive-ready reporting using spreadsheet tools and business intelligence platforms.
  • Demonstrated ability to conduct structured root cause analysis and connect customer-facing symptoms to underlying operational or product issues.
  • Strong communication and storytelling skills for presenting findings and recommendations to senior stakeholders.
  • Proven ability to influence cross-functional teams and drive accountability without direct management authority.
  • Experience supporting or defining requirements for customer success technology, customer health frameworks, or retention analytics is strongly preferred.

Benefits

  • Remote work arrangement.
  • Salary range of $117,000 to $153,000 per year.

Interested in this position?

Apply directly on the company website

Apply Now

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