Senior Customer Experience Analyst

At HubSpot, our customers are at the core of everything we do. The feedback they provide is critical in shaping our products and services. As our products continue to evolve, we have a tremendous opportunity to understand our customers’ needs and amplify their feedback trends more than ever before. 

As a Senior Customer Experience Analyst, you provide a key quantitative lens to a global team of customer advocates known as our Customer Experience Management (CXM) team. From its seat in Central Strategy, CXM drives customer-obsession at scale by inspiring teams in Product, Marketing, Sales, and Success to take action on and optimize the customer experience. 

HubSpot teams draw on multiple sources of data (user event data, NPS, Community Forum, internal frontline feedback mechanisms) to discover what is going well for our customers, where we can improve, and what to build next.  CX Analysts -- individuals with high data literacy, intellectual curiosity, and strong communication skills -- are at the center of these analyses and decisions.

In the Senior CX Analyst role, you will help create better experiences by ensuring customers’ voices are heard and shared. Your work will include driving the democratization of our key feedback sources across the organization, shortening the insight to action lag and driving customer-first decision making.

General responsibilities:

• Look across various experience health signals to uncover issues or opportunities to improve our customers’ experience
• Drive decision-making throughout the company by sharing actionable data and digestible feedback via high-visibility channels
• Partner across product, services, support, and business enablement teams to develop programs that bring critical customer insights to the forefront
• Facilitate consumption of pertinent customer feedback across key points of the customer journey
• Influence leadership to prioritize initiatives to improve the customer experience
• Engage with customers directly to infuse strategic, open-ended research with quantitative insights
• Engage with the Product team directly to track progress against experience friction points and improve understanding

Examples of common projects:

• Design and execute feedback trend communication to Product organization via monthly summaries and asynchronous dashboarding
• Partner with Machine Learning team at HubSpot to modernize topic identification across structured and unstructured data
• Design and own system for topic fluctuation monitoring and reporting
• Partner with CX Program Managers to create programming that drives customer-obsession and puts customer feedback at the heart of long-term organizational planning

Minimum Qualifications:

• Demonstrated passion for delighting customers and driving their growth through qualitative and quantitative insights
• Excellent communication, storytelling, and collaboration skills
• Professional experience with a heavy quantitative, analytical focus
• Practical experience in a business environment influencing decision-making with data
• Knowledge of analytical development tools such as Amplitude, Looker, Git, and dbt
• Ability to write performant, complex SQL queries combining multiple sources of data 
• Experience working with large datasets; particularly data mining, manipulation, and exploration
• Confidence using a variety of analytical  and statistical techniques

Above and Beyond Qualifications:

• Comfortability with data analytics and statistical tools such as R or Python 
• Experience with CX measurement methodologies and tools used for surveying, analyzing, and modeling customer feedback and data 
• Experience analyzing free text datasets
• Experience conducting customer interviews or facilitating customer panels
• Experience working at, or a strong understanding of, a SaaS business.

We are looking for people who:

• Embody HubSpot’s HEART values, will add to our company culture & be a role model in putting the customer first.
• Are motivated self-starters who can align their work with the needs of the business.
• Are driven by curiosity and an affinity for problem solving and are always looking for ways to add new value. 
• Adapt quickly to changing priorities and manage time, multiple tasks, and deadlines effectively.
• Consistently deliver on performance expectations in their current role.

 

Cash compensation range: 118500-189600 USD Annually

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