Note: The job is a remote job and is open to candidates in USA. Scorpion provides technology and services that help local businesses understand their markets, improve marketing, and deliver better customer experiences. The Senior Client Experience Analyst analyzes client sentiment, performance data, feedback, and operational signals to identify risks and opportunities across the client journey. The role develops measurement frameworks, executive reporting, health scoring methodologies, and data-backed recommendations to improve retention, growth, and client experience.
Responsibilities
- Own analysis of client sentiment and performance data across NPS, CSAT, churn, renewals, support interactions, onboarding metrics, and account health
- Identify systemic breakdowns, recurring experience failures, and emerging risk patterns across segments
- Develop and maintain a prioritized view of top experience risks and opportunities
- Conduct root cause analyses that move beyond symptoms to underlying operational drivers
- Design and evolve the client experience measurement framework, including leading indicators of retention and expansion
- Define and refine client health scoring methodologies
- Partner with leadership to ensure experience metrics are tied directly to revenue performance
- Quantify the financial impact of experience improvements and failures
- Build dashboards and executive-level reporting that translate complex data into clear business implications
- Present findings and recommendations to senior leaders with confidence and clarity
- Influence cross-functional priorities based on client insight and data-backed evidence
- Ensure experience standards and journey metrics are visible and actionable across the organization
- Partner with Sales, Account Management, Product, Marketing, and Operations to improve key lifecycle stages (handoff, onboarding, engagement, renewal)
- Support design and measurement of experience pilots and improvement initiatives
- Monitor adoption and effectiveness of playbooks, standards, and tools
- Lead postmortems on major client issues and ensure systemic follow-through
- Maintain direct exposure to client reality through call reviews, written communication audits, and qualitative feedback analysis
- Synthesize qualitative and quantitative insights into actionable recommendations
- Ensure client perspective remains central in strategic discussions
Skills
- Bachelor's degree in Business, Marketing, Communications, Organizational Leadership, Human Centered Design, Psychology, or a related field—or equivalent practical experience
- 5+ years of experience in analytics, strategy, operations, consulting, or customer-focused roles
- Demonstrated ability to influence cross-functional leaders without direct authority
- Strong experience building measurement frameworks and executive-level dashboards
- Advanced analytical capabilities (BI tools, CRM data, financial analysis)
- Proven ability to connect experience metrics to revenue and operational outcomes
- Strong knowledge of statistical modeling and analytical methods, including:
- Linear and logistic regression
- Survival (time-to-event) analysis
- Customer segmentation and clustering
- Hypothesis testing and statistical significance
- Time-series analysis and forecasting
- Correlation and multivariate analysis
- Funnel and conversion analysis
- Experimental design and A/B testing
- Ability to determine the appropriate analytical approach based on business questions and data availability
- Excellent executive communication and storytelling skills
- Strategic thinker who connects insight to business impact
- Systems-oriented and comfortable navigating ambiguity
- Confident presenting to senior leadership
- Naturally curious and field-connected
- Comfortable surfacing hard truths with data and clarity
- Biased toward action — not just analysis
Benefits
- 100% employer-paid medical, dental, and vision insurance
- Flexible paid time off, so you can rest, relax, and recharge away from work
- Paid parental leave
- Paid cell phone and service
- Remote office allowance
- Professional development and development courses
- Regular manager check-ins to drive performance and career growth through Lattice
- The compensation package may also include incentive compensation opportunities in the form of discretionary bonuses or commissions
- Scorpion supports a range of work arrangements, including in-office, hybrid, and remote roles.
Company Overview