Note: The job is a remote job and is open to candidates in USA. Avalara is an AI-first company focused on improving customer experience and retention through advanced analytics. The Senior Analyst, Customer Intelligence will own the analytical foundation of CX360, defining scoring frameworks and predictive indicators to enhance decision-making and operational efficiency.
Responsibilities
- Ensure CX360 delivers accurate, trusted, decision-ready customer intelligence across Product, CX, Operations, and executive leadership, with clear ownership of scoring integrity
- Define and govern scoring frameworks, lifecycle metrics, friction models, and prioritization thresholds to ensure consistency, transparency, and business relevance
- Collaborate with Data Science, Architecture, Engineering, and Product to validate data integrity and strengthen insights through predictive modeling and sentiment analysis
- Build and evolve customer intelligence analytics including segmentation, cohort analysis, and driver attribution tied directly to retention and efficiency outcomes
- Quantify the financial and operational impact of customer friction using revenue and cost modeling to establish measurable prioritization standards
- Translate complex analytics into structured, prioritized recommendations that influence retention strategy, roadmap investment, and operational optimization
- Apply AI techniques — including NLP, LLM integrations, and predictive models — to automate feedback classification, improve signal detection, and reduce time-to-insight
- Maintain governed analytics environments across Qualtrics, Snowflake, Power BI, Tableau, and related systems to ensure secure, scalable enterprise intelligence
Skills
- Bachelor's degree in Data Science, Statistics, Mathematics, Computer Science, Economics, Engineering, or related field
- 6+ years of progressive experience in advanced analytics, customer intelligence, enterprise BI, or CX measurement roles within SaaS or complex customer environments
- Demonstrated experience designing and governing scoring frameworks, driver analysis models, or prioritization methodologies tied to measurable revenue and retention outcomes
- Proven experience building and deploying predictive models (e.g., churn probability, renewal risk, expansion propensity) that informed real business decisions
- Demonstrated experience operationalizing AI- and LLM-driven analytics within enterprise decision workflows — not just experimentation or prototype analysis
- Experience applying NLP and machine learning techniques to large-scale unstructured customer feedback and behavioral datasets
- Experience partnering with Data Science, Engineering, Product, and Finance to move models from concept to production deployment
- Strong experience designing executive-facing data visualizations and translating statistical findings into prioritized, decision-ready recommendations
- Demonstrated ability to connect customer experience and analytical outputs directly to GRR, CPO, CSAT, operational efficiency, and cost-to-serve metrics
- Experience operating as a senior-level individual contributor, setting analytical standards and influencing cross-functional direction without direct authority
Benefits
- Paid time off
- Paid parental leave
- Many Avalara employees are eligible for bonuses
- Private medical insurance
- Life insurance
- Disability insurance
- Inclusive culture and diversity
- Avalara strongly supports diversity, equity, and inclusion
- 8 employee-run resource groups, each with senior leadership and exec sponsorship
Company Overview
Company H1B Sponsorship