SeniorCustomerInsightsAnalyst

## Key Responsibilities Customer Escalation and Cancellation Insights: Own the end-to-end analysis of customer escalations, cancellations, and key risk indicators across the customer. Monitor and report on trends by segment, product, region, lifecycle stage, and reason code to identify emerging issues and recurring patterns. Build recurring insight packages for CX, Customer Success, Support, Product, and executive stakeholders that highlight major drivers of customer friction and churn risk. Develop structured analyses that connect customer issues to operational, product, onboarding, service, and commercial root causes. Root Cause Analysis and Action Planning Lead root cause analysis for high-priority escalation and cancellation themes, including gathering inputs from Salesforce, support systems, customer feedback, and future customer success platform data. Facilitate cross-functional working sessions to align on root causes, prioritize the issues with the greatest customer and business impact, and define action plans with clear owners and milestones. Track remediation plans through completion and measure whether actions taken are reducing repeat escalations, improving customer sentiment, and lowering avoidable churn. Establish a repeatable operating rhythm for reviewing customer issue trends, action-plan progress, and unresolved systemic risks with business leaders. Data Quality, Taxonomy, and Systems Enablement Design and maintain a standardized taxonomy for escalation reasons, cancellation reasons, and risk drivers so trend reporting is consistent and actionable. Partner with Operations and Systems teams to improve the data model, fields, workflow design, and reporting structure in Salesforce. Serve as a key CX Insights stakeholder in the utilization of the company’s future customer success platform, helping optimize requirements for health scoring, risk tracking, alerts, dashboards, and retention analytics. Ensure that new processes and systems support reliable