Senior Voice of the Customer Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Design and implement a structured customer interview program targeting Harbor’s primary customer segments, including the creation of interview guides, synthesis of feedback, and conducting monthly interviews.

• Oversee and enhance survey initiatives (NPS, CSAT, CES, and lifecycle surveys) to obtain actionable insights regarding customer sentiment.

• Create a systematic approach for transforming customer feedback into executive-level insights and actionable items.

• Continuously evolve VOC methodologies in alignment with Harbor’s changing customer segments and business requirements.

• Develop a closed-loop VOC process that gathers customer feedback, synthesizes key themes, directs insights to appropriate stakeholders, and monitors follow-up actions and results.

• Lead the analysis and ongoing enhancement of Harbor’s customer segmentation strategy for Nonprofit, Corporate, and Professional segments.

• Establish repeatable frameworks for churn analysis utilizing CRM and Metabase data along with qualitative customer feedback.

• Collaborate to enhance and revise customer health scoring models to accurately pinpoint at-risk accounts, facilitating early intervention and proactive retention strategies.

• Monitor and evaluate retention and expansion metrics, such as GRR, NRR, and churn trends, for reporting to leadership.

• Conduct root-cause analyses on churn, downgrades, dissatisfaction, and expansion trends by integrating CRM data, customer interviews, survey findings, and operational signals.

• Design and manage executive-level reporting, dashboards, and insight narratives that emphasize customer sentiment, churn risks, key trends, and recommended actions.

• Present customer insights and recommendations to senior leadership in a clear and actionable manner.

• Develop and sustain a centralized VOC knowledge base that is accessible to Product, CX, Operations, and Expansion teams.

• Identify deficiencies in customer data collection, churn reason tracking, and VOC instrumentation, collaborating cross-functionally to enhance data quality and reporting reliability.

• Establish feedback loops between VOC insights and teams in Product, Operations, Expansion, and CX to facilitate business improvements.

• Act as the internal advocate for the customer voice in cross-functional planning and strategic discussions.

• Partner with Expansion to discern customer needs, segment patterns, and expansion indicators that inform upsell and growth opportunities.

• Collaborate with Product to prioritize feature and experience enhancements based on customer feedback.

⛳️ Requirements

• Over 5 years of experience in VOC, CX analytics, or customer insights with accountability for programs and results.

• Proven experience in developing customer research programs and structured interviews that guide business decisions.

• Strong communication skills suited for executive settings, with experience in presenting complex analyses to senior stakeholders.

• Proficient in advanced SQL and CRM data handling (HubSpot preferred), as well as expertise in survey design (NPS, CSAT, CES).

• Experience in customer segmentation or cohort analysis related to retention and growth strategies.

• Demonstrated ability to work collaboratively across functions and independently with minimal supervision.

🏝️ Benefits

• Health benefits

• Flexible paid time off

• Parental leave

• Fertility and adoption assistance

• 401(k)

• Educational reimbursement