Senior Customer Experience Analyst

Overview In this role you will scale and optimize Voice of the Customer programs, turning feedback into actionable insights that drive growth and retention. You will connect customer signals across systems, automate feedback collection, and partner with cross-functional teams to improve business outcomes. The role centers on building a unified customer view and leveraging analytics to inform strategic decisions. You’ll work within the Customer Experience team to shape how feedback informs product and service improvements. This is a chance to influence customer impact at scale in a global software company. Compensation / Benefitscompetitive salaryperformance-based bonusemployee stock purchase program (ESPP)medical, dental and vision insurance 401(k) with employer matchtuition reimbursement and flexible spending accounts Responsibilities Support and optimize VoC programs (NPS, CSAT, CES, survey initiatives) and ongoing feedback collection Design survey best practices including methodology, sampling, distribution logic, and contact strategies Maintain survey governance, taxonomy, and data quality across listening programs Identify opportunities to reduce survey fatigue and increase feedback value Act as power user/administrator of Qualtrics (workflows, XM Directory, APIs, automation)Design and maintain integrations between Qualtrics, Salesforce, Gainsight, and other customer-facing platforms Build automated workflows for surveys and outreach aligned to lifecycle milestones Collaborate with Operations, IT, and vendors to enhance connectivity and reduce manual processes Troubleshoot workflow, integration, and data quality issues Connect customer feedback with CRM, financial, support, and operations data to create a fuller customer view Support cross-functional data projects and governance practices for data quality and usability Correlate feedback with outcomes like retention, renewals, health, and engagement Analyze feedback and operational data to identify trends, risks, and opportunities Own analysis for assigned listening programs (renewals, onboarding, or support surveys)Leverage AI, text analytics, and related tools to speed theme identification and analysis Translate findings into actionable recommendations for business stakeholders Key requirements 3-5 years in CX, VoC, customer insights, analytics, or related data-focused role Experience in B2B SaaS or enterprise software environment (preferred)Strong hands-on Qualtrics experience (design, workflows, administration)Experience with Salesforce, Gainsight or similar systems Familiarity with APIs, workflow automation, and system integrations Experience with customer, CRM, support, financial, or operational datasets Familiarity with Snowflake, SQL, Power BI or related data platforms Strong analytical and problem-solving skills Excellent communication and collaboration skills Self-starter with continuous learning mindset and strong attention to detailanalytical mindsetexcellent communicationcollaboration Qualtrics (surveys, workflows, platform administration)Salesforce Gainsight