Customer Intelligence Analyst

Customer Intelligence Analyst

We are looking for a highly analytical and curious Customer Intelligence Analyst who will help our teams better understand how customers experience our products.

This role goes beyond traditional reporting and analytics. The successful candidate will act as a Customer Reality Champion, connecting customer feedback, product usage data, operational signals, UX research insights, and validation findings into a clear and actionable understanding of customer experience.

The ideal candidate is not only skilled at working with data but also passionate about uncovering patterns, identifying meaningful signals, and helping teams make better decisions. They will collaborate closely with Product Managers, UX Designers, Engineers, Customer Success teams, and Experience Validation specialists to surface insights that improve customer outcomes and drive product decisions.

This role is critical to scaling Product Experience across the organization by transforming fragmented information into reusable intelligence that teams can leverage throughout the product lifecycle.

RESPONSIBILITIES AND DELIVERABLES

• Connect customer feedback, product usage data, operational signals, UX research findings, and validation insights into a unified intelligence view
• Design and maintain taxonomies, classifications, and information structures that enable consistent analysis across products and portfolios
• Extract, clean, combine, and analyze data from various sources including APIs, analytics platforms, operational systems, exports, and internal repositories
• Identify trends, patterns, experience gaps, adoption challenges, and opportunities across customer workflows
• Distinguish meaningful customer and product signals from noise, incomplete information, and collection artifacts
• Partner with UX, Product Management, Engineering, Customer Success, and Experience Validation teams to support evidence-based decision making
• Create repeatable approaches for organizing and scaling customer intelligence across portfolios
• Translate complex data and findings into clear, actionable recommendations for business and technical stakeholders
• Support experience measurement and validation initiatives through intelligence gathering and analysis
• Develop and maintain documentation, standards, definitions, and intelligence assets that improve organizational understanding
• Use AI-assisted tools to accelerate analysis and knowledge synthesis while maintaining appropriate quality controls
• Identify opportunities to improve how customer insights, experience data, and operational signals are captured and leveraged across the organization
• Contribute to post-release analysis and ongoing monitoring of customer experience outcomes

ORGANIZATIONAL ALIGNMENT

• Reports to the Senior Manager, User Experience
• Works closely with UX Designers, Product Managers, Engineers, Customer Success, Implementation teams, and Experience Validation specialists
• Partners closely with the PXV Enablement Specialist to support scalable validation and customer understanding practices
• Willing to work across time zones

QUALIFICATIONS

SKILLS & WORK TRAITS

• Strong analytical and critical thinking skills with the ability to identify meaningful patterns across multiple data sources
• Ability to create structure from ambiguous, incomplete, or inconsistent information
• Experience developing taxonomies, classifications, frameworks, or information models
• Excellent communication and documentation skills with the ability to translate findings into actionable insights
• Strong problem-solving skills and intellectual curiosity
• Self-starter who is comfortable working in a greenfield environment with evolving requirements
• Ability to collaborate effectively across Product, UX, Engineering, Customer Success, and Validation teams
• Comfortable navigating ambiguity and independently investigating problems
• Values-driven, curious, and proactive in identifying opportunities to improve customer outcomes
• Strong judgment and healthy skepticism when interpreting data and AI-generated outputs

TECHNICAL COMPETENCIES

REQUIRED

• Strong SQL skills for querying and analyzing data
• Experience using Python for data analysis, transformation, or automation
• Experience gathering and analyzing data from multiple systems and sources
• Ability to work with structured and semi-structured datasets
• Experience documenting findings, insights, and data definitions
• Familiarity with modern AI tools and AI-assisted workflows

PREFERRED

• Experience with Google Analytics, BigQuery, Gong, New Relic, Salesforce, ServiceNow, or similar platforms
• Experience with customer intelligence, product intelligence, or business intelligence initiatives
• Experience creating taxonomies, metadata models, knowledge structures, or information architectures
• Experience supporting AI, search, retrieval, or knowledge-management initiatives
• Enterprise SaaS experience
• Experience working with highly configurable, multi-tenant software platforms

EXPERIENCE REQUIRED

• 4+ years of experience in analytics, customer intelligence, product intelligence, business analysis, research operations, product operations, or a related field. Equivalent combinations of experience and demonstrated capability will be considered.
• Demonstrated experience transforming multiple data sources into actionable business insights
• Experience working directly with product, customer, or operational data
• Experience presenting findings and recommendations to cross-functional stakeholders
• Proven ability to independently investigate complex questions using qualitative and quantitative information
• Experience working in collaborative, cross-functional product organizations