Customer Intelligence Analyst

Summary

Join Ncontracts, a leading provider of integrated risk management and compliance solutions, as a Customer Intelligence Analyst. This remote, full-time position requires a proactive leader with strong data analysis and communication skills. You will utilize AI and automation to enhance customer operations, identify opportunities for process improvement, analyze customer feedback, and support strategic projects. The role involves collaborating with cross-functional teams, creating reports and dashboards, and contributing to operational excellence within the Client Services team. This position offers a competitive salary and a comprehensive benefits package.

Requirements

• Minimum of 5 years of experience in data analytics, preferably in the software or financial services industry
• Proven track record of successfully managing complex projects and product launches
• Strong leadership, organizational, and problem-solving skills
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams
• Proficiency in project management tools and software including, but not limited to, Salesforce, ChurnZero, Pendo, and PowerBI

Responsibilities

• Utilize the latest tools and technologies, including AI and automation, to enhance customer operations and increase efficiency
• Through data analysis, identify opportunities to support the Client Services team in achieving operational excellence by identifying process improvements, implementing best practices, and developing training to ensure the effective use of software tools
• Analyze customer feedback and behavior patterns to understand drivers of customer satisfaction, customer loyalty, churn, expansion opportunities, and retention
• Support fellow Ops team members in strategic projects such as managing product releases, coordinating with cross-functional teams to ensure internal enablement, effective and intentional customer communication, and training
• Collaborate with cross-functional teams to define project objectives, deliverables, and timelines. Monitor project progress, identify potential issues, and implement corrective actions as needed by facilitating regular project status meetings and cascading updates to stakeholders
• Create comprehensive reports summarizing data, findings and actionable recommendations to drive business decisions. Build and maintain dashboards in Salesforce and PowerBI and/or similar tools to monitor key metrics for stakeholders

Preferred Qualifications

• Familiarity with SaaS business models and the technology landscape
• Proficiency with project management tools and methodologies (e.g., Agile, Scrum)
• Experience in customer experience or product development initiatives is a plus

Benefits

• A fun, fast-paced work environment
• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
• 11 paid holidays
• Community and social events to keep you connected and engaged
• Mental Health Benefits
• Medical, Dental and Vision insurance
• Company-paid Group Life Insurance, Short- and Long-Term Disability
• Flexible Spending Account & Health Savings Account
• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
• Pet Insurance
• 401 (k) with company match with eligibility on Day 1 of employment
• 2 Paid Volunteer Time Off Days