Senior Analyst, CX / NPS

Salesforce • Indianapolis, IN

3d

About The Position

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. The CX Strategy & Insights team is responsible for operationalizing customer insights through a unified Net Promoter System that gathers, analyzes, and acts on feedback. We are seeking a Senior Analyst who will play an important role in supporting key decision-makers with data-driven customer insights and recommendations. The ideal candidate is a proactive, analytical problem-solver with a passion for the customer experience and strong visualization expertise. You will help bridge the gap between raw data and strategic execution, ensuring that our customer experience (CX) initiatives are supported by robust 'single source of truth' architectures.

Requirements

• Bachelor’s degree in Business, Analytics, Statistics, or a related field
• 4+ years of experience in a data-related research position utilizing both quantitative and qualitative methods
• Professional experience within a SaaS organization focused on customer insights, customer success, or Voice of the Customer programs
• Expertise in SQL, Python, R, and Tableau with a strong ability to transform raw, distributed data into stable architectures
• Proficiency in statistical modeling and hypothesis testing—including regression, driver analysis, and experimental design—to quantify the significance and impact of CX initiatives
• Proven ability to translate complex data insights into actionable, executive-ready narratives
• Experience building and maintaining automated data visualizations that drive self-service reporting
• Strong analytical and problem-solving skills with a passion for understanding and improving customer journeys

Responsibilities

• Manage data architecture with Salesforce tools to assist in the development and evolution of best-in-class dashboards and deep-dive insights
• Link NPS data to operational, financial, customer, and product data to provide a comprehensive view of drivers of the customer experience
• Deliver quarterly NPS performance reporting and track patterns, themes, and outliers to inform business decisions
• Partner with the Customer Success organization and its key analytics partners in Sales, Marketing, Product, and Services to collect relevant data and socialize insights across the business
• Empower business partners and team members to access and explore data through intuitive self-service Tableau dashboards
• Extract the "big idea" and tell a compelling story via narratives, reports, charts, and graphs for senior management
• Leverage cutting-edge AI and analytics tools to build data products and implement solutions that optimize work quality and efficiency
• Conduct deep-dive analyses on various projects to improve the experience of our customer interactions and reduce attrition

Benefits

• Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.
• More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees