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Senior Client Experience Analyst

4 hours, 32 minutes ago
United States
Full-time
Senior
Data Analyst
Data Science and Analytics
Apply Now
Scorpion

Scorpion

Scorpion is a client-focused company that provides technology and services to help local businesses thrive. They offer a range of marketing solutions, blending AI with human expertise to assist customers in understanding market dynamics, optimizing mar...

Media
1K-5K
Founded 2001
$100M raised
View All Jobs 12

Description

  • Own analysis of client sentiment and performance data across NPS, CSAT, churn, renewals, support interactions, onboarding metrics, and account health.
  • Identify systemic breakdowns, recurring experience failures, and emerging risk patterns across client segments.
  • Develop and maintain a prioritized view of top experience risks and opportunities.
  • Conduct root cause analyses that identify underlying operational drivers.
  • Design and evolve the client experience measurement framework, including leading indicators of retention and expansion.
  • Define and refine client health scoring methodologies.
  • Build dashboards and executive-level reporting that translate complex data into clear business implications.
  • Present findings and recommendations to senior leaders and influence cross-functional priorities.
  • Partner with Sales, Account Management, Product, Marketing, and Operations to improve lifecycle stages such as handoff, onboarding, engagement, and renewal.
  • Support design and measurement of experience pilots and improvement initiatives.
  • Lead postmortems on major client issues and ensure systemic follow-through.
  • Maintain direct exposure to client feedback through call reviews, written communication audits, and qualitative analysis.

Requirements

  • Bachelor’s degree in Business, Marketing, Communications, Organizational Leadership, Human Centered Design, Psychology, or a related field, or equivalent practical experience.
  • 5–8+ years of experience in analytics, strategy, operations, consulting, or customer-focused roles.
  • Experience influencing cross-functional leaders without direct authority.
  • Strong experience building measurement frameworks and executive-level dashboards.
  • Advanced analytical capabilities with BI tools, CRM data, and financial analysis.
  • Proven ability to connect experience metrics to revenue and operational outcomes.
  • Excellent executive communication and storytelling skills.
  • Strong strategic thinking and ability to connect insight to business impact.
  • Comfort navigating ambiguity in a systems-oriented environment.
  • Confidence presenting to senior leadership and surfacing hard truths with data and clarity.

Benefits

  • Base salary range of $110,000 to $120,000, depending on experience and location.
  • Potential incentive compensation through discretionary bonuses or commissions.
  • 100% employer-paid medical, dental, and vision insurance.
  • Flexible paid time off.
  • Paid parental leave.
  • Paid cell phone and service.
  • Remote office allowance.
  • Professional development and development courses.

Interested in this position?

Apply directly on the company website

Apply Now

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