Senior Customer Intelligence Analyst — AI-Driven Retention

Avalara, Inc.; United States, Northern America, Americas; Remote; USD 111,000 - 215,000; Full time

Benefits offered by this job

Bonuses

Private medical, life & disability ins

Diversity & Inclusion programs

Job summary

Avalara, Inc. is seeking a Senior Analyst, Customer Intelligence to own the analytics foundation for CX360, Avalara’s enterprise customer intelligence system.

You will define scoring frameworks, driver methodologies, and predictive indicators that convert multi-source signals into decision-grade insights, improving renewal risk detection and retention outcomes. You will collaborate with Data Science, Architecture, Engineering, and Product to validate data integrity, build segmentation and

Qualifications

• Bachelor's degree in data-related field.
• 6+ years of progressive experience in advanced analytics, customer intelligence, enterprise BI, or CX measurement roles within SaaS or complex customer environments.
• 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).
• Experience operationalizing AI- and LLM-driven analytics within enterprise decision workflows.

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.

Education

Bachelor's degree in Data Science, Statistics, Mathematics, Computer Science, Economics, Engineering, or related field

Job description

Avalara, Inc. is seeking a Senior Analyst, Customer Intelligence to own the analytics foundation for CX360, Avalara’s enterprise customer intelligence system.

You will define scoring frameworks, driver methodologies, and predictive indicators that convert multi-source signals into decision-grade insights, improving renewal risk detection and retention outcomes. You will collaborate with Data Science, Architecture, Engineering, and Product to validate data integrity, build segmentation and