Senior Client Experience Analytics Architect

jobr.pro; United States; Hybrid; USD 110,000 - 120,000; Full time

Benefits offered by this job

Remote work options

Competitive benefits package

Professional development

Job summary

Scorpion in the United States is hiring a Senior Client Experience Analyst to partner with the VP of Client Experience and cross-functional leaders. You will connect data, feedback, and operations to identify risks and drive improvements across the end-to-end client journey.

This role emphasizes executive communication, business judgment, and systems thinking as you design measurement frameworks, lead dashboards, and translate insights into strategic action that grows retention and revenue.

Qualifications

• 5–8+ years in analytics, strategy, operations, or customer-focused roles.
• Influence cross-functional leaders without direct authority.
• Experience building measurement frameworks and executive dashboards.
• Advanced analytics with BI tools, CRM data, and financial analysis.
• Proven ability to connect experience metrics to revenue and operational outcomes.

Responsibilities

• Own analysis of client sentiment and performance data (NPS, CSAT, churn, renewals, onboarding).
• Identify systemic breakdowns and emerging risk patterns across segments.
• Develop a prioritized view of top experience risks and opportunities.
• Conduct root cause analyses to reveal underlying drivers.
• Design and evolve the client experience measurement framework and leading indicators.
• Define client health scoring methodologies.
• Tie experience metrics to revenue with leadership.
• Quantify the financial impact of experience improvements and failures.
• Build dashboards and executive-level reporting; translate data into actions.
• Present findings to senior leaders with clarity and confidence.
• Influence cross-functional priorities based on client insights.
• Ensure journey metrics are visible and actionable.
• Partner with Sales, Account Mgmt, Product, Marketing, and Ops to improve lifecycle stages.
• Support pilots and improvement initiatives; monitor adoption.
• Lead postmortems on major client issues and ensure follow-through.
• Maintain direct exposure to client reality through call reviews and feedback analysis.
• Synthesize qualitative and quantitative insights into actionable recommendations.

Skills

Executive communication

Strategic thinking

Analytical

BI tools

CRM data

Data storytelling

Cross-functional influence

Education

Bachelor's degree

Tools

BI tools

CRM software

Job description

Scorpion in the United States is hiring a Senior Client Experience Analyst to partner with the VP of Client Experience and cross-functional leaders. You will connect data, feedback, and operations to identify risks and drive improvements across the end-to-end client journey.

This role emphasizes executive communication, business judgment, and systems thinking as you design measurement frameworks, lead dashboards, and translate insights into strategic action that grows retention and revenue.