Customer Experience Analyst

ePayPolicy•Austin, TX

5d•Hybrid

About The Position

ePayPolicy is seeking a Customer Experience Analyst to join their data-driven customer experience organization. This role will contribute to the customer data foundation that supports adoption, retention, and digital transformation strategies. The analyst will collaborate with team leadership, the AI engineer, and the analytics team to establish clean metrics, consistent reporting, and customer insights that inform decisions from account management to executive strategy. The core purpose of this role is to measure customer adoption, understand its drivers, identify risks before they lead to churn, and provide the team with the clarity needed to ensure customer success.

Requirements

4-5 years of analytics or operations work in a customer-facing organization (SaaS customer success, customer insights, customer operations, product analytics, or similar).
Understanding of customer lifecycle and adoption friction.
Strong SQL or similar query language.
BI reporting and visualization experience (Tableau, Looker, Power BI, or similar).
Metric thinking, understanding the difference between activity and outcome.
Detail-oriented and collaborative.

Nice To Haves

Experience building adoption or engagement dashboards.
Familiarity with customer success platforms or analytics tools.
Experience with financial services, payment processing, or insurance.

Responsibilities

Define data signals that predict customer health, engagement, and adoption velocity.
Build dashboards to identify at-risk accounts and adoption success patterns.
Track customer behavior over time, including time-to-first-use, velocity of engagement, feature adoption, and usage patterns by segment.
Create cohort analysis to monitor customer acceleration, stalling, or risk.
Translate insights into actionable metrics.
Ensure metrics are defined and reported consistently across human and automated systems.
Document calculation logic for transparency and scalability.
Own key metrics such as customer onboarding speed, time to value, implementation health, and feature adoption rates.
Partner with customer-facing teams to instrument workflows and identify friction points.
Answer questions about customer success correlations, adoption friction in specific segments, and resource focus areas.
Pull data, analyze it, and explain findings to non-technical stakeholders.

Benefits

Competitive salary
Comprehensive benefits package with employer-paid basic life and disability premiums
401K
Flexible Paid Time Off Policy (FTO)
Company-sponsored quarterly “ePayItForward” initiatives
Supportive and inclusive company culture with a focus on work/life balance
Fully-stocked kitchen
Lunch stipend when working onsite
Open communication
Huge opportunity for growth