Senior Customer Experience Data Analyst

Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.

We are seeking a Senior Customer Experience Data Analyst to join our team. This is a hybrid opportunity based out of our Waltham, MA office.

Job Summary

The Senior Customer Experience Data Analyst will be responsible for developing standardized reporting, building dashboards, and providing data-driven insights. These responsibilities will enhance operational visibility and decision-making across the Customer Success, Professional Services, Managed Services, Renewals, and Customer Support teams. As a key member of the CX organization, this role will partner cross-functionally with CX leaders, Finance, Business Systems, BI, and Product to define metrics. They will ensure data accuracy and build scalable analytics solutions that support our customer journey and business growth.

Duties and Responsibilities

• Build and maintain dashboards to monitor KPIs across the customer lifecycle (e.g., time-to-value, retention risk, services delivery, support outcomes).
• Translate business requirements into scalable reports using tools such as Salesforce, Gainsight, and BI platforms.
• Standardize reporting structures to support executive readouts, QBRs, and board-level metrics.
• Ensure data integrity and alignment across business systems.
• Partner with Finance, Business Systems and BI teams to implement best practices in data governance and architecture.
• Research trends in customer behavior, product adoption, down-sell, churn, expansion, and service delivery to drive actionable insights.
• Partner with Finance and CX leaders to align on definitions, methodologies, and forecasting models.
• Shape CX strategy through insights to support business planning, process improvements, and cross-functional initiatives.
• Train and enable CX leaders and Ops teammates on dashboards, data tools, and insights usage.
• Act as a thought partner to stakeholders by proactively identifying areas where data can inform decision-making.
• Other duties as assigned and required.

Required Qualifications

• Business Analytics, Finance, Economics, Mathematics, Information Technology or related field.
• 6+ years of experience in data analytics, business intelligence, or operations roles, ideally in a B2B SaaS or enterprise software environment.
• Proficiency in data tools such as Salesforce, Excel, SQL, and BI platforms (e.g., Tableau, Power BI).
• Experience working with customer-facing teams and knowledge of customer success or services metrics.
• Excellent data-driven mindset with excellent problem-solving and communication skills.
• Ability to manage multiple projects and stakeholders in a fast-paced environment..

• Experience with customer journey analytics, NPS, and retention modeling.
• Familiarity with Gainsight, Clari, and Certinia/FinancialForce is helpful.
• Knowledge of data warehouse environments or cloud analytics platforms.

This position offers a total compensation range of $127,800.00 to $137,800.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata’s benefit offerings can be found here. This range represents the high and low end of Imprivata’s compensation range