Senior Customer Insights Analyst

Contentful•New York, NY

About The Position

Contentful is seeking a Senior Customer Insights Analyst to join our Customer Insights & Adoption team. In this role, you will serve as a strategic analytics partner — transforming data into actionable insights that enhance customer satisfaction, retention, and growth. You will play a key role in helping CX leadership and cross-functional partners understand how customer interactions, support requests, and engagement behaviors drive business outcomes. Through data, you’ll uncover opportunities to improve efficiency, elevate customer journeys, and strengthen Contentful’s commitment to customer success. Sitting within the CX organization, you’ll collaborate closely with Customer Success, Customer Support, Professional Services, and Learning Services. You’ll also work with Product, Marketing, and Sales, as well as our central Data team. You’ll build reports, dashboards, and models that bring the voice of the customer and our partners to life. You’ll leverage Contentful’s Insight360 platform to interrogate data, experiment, and deliver insights that drive meaningful action across the company. If you’re passionate about using analytics and quantitative data to shape the customer experience and influence business strategy, this role offers the opportunity to make a direct impact on retention, growth, and customer happiness.

Requirements

10+ years of experience in Customer Experience, Customer Success, or Product/Business Analytics.
Proven ability to analyze complex customer data and translate it into actionable business recommendations.
Strong understanding of customer lifecycle metrics, including NPS, CSAT, churn, retention, expansion, and health scoring.
Advanced skills in SQL and BI tools (e.g. Tableau, Looker, Power BI, or similar).
Experience with customer data sources (e.g. Gainsight, Salesforce, Zendesk, or similar platforms).
Ability to collaborate effectively with both technical (Data, Engineering) and business (CX, Sales, Product) stakeholders.
Exceptional storytelling and communication skills, with the ability to influence leadership using data.

Nice To Haves

Experience in SaaS businesses with a focus on customer retention and growth.
Familiarity with modern data stacks (e.g. Snowflake).
Background in predictive analytics, segmentation, or customer journey analysis.
Understanding of data governance, enablement, and CX data integration best practices.

Responsibilities

Work across CX teams to analyze key customer experience metrics, such as NPS, CSAT, retention, churn, engagement, and expansion trends.
Deliver deep-dive analyses and actionable insights that inform tactical improvements and long-term CX strategies.
Build, maintain, and enhance dashboards and reports using Insight360 and BI tools to track health scores, adoption, and customer sentiment.
Collaborate cross-functionally with Product, Sales, and Marketing to create a holistic understanding of the end-to-end customer journey.
Translate complex datasets into clear narratives and recommendations, helping leaders make data-informed decisions that improve retention and customer value.
Act as Data Steward for the CX organization to help drive data capture improvements, define key metrics and attributes, as well as ensure strong data hygiene for CX owned data.
Partner with the central Data team to define customer data requirements, ensure data accuracy, and influence the roadmap for CX data enablement.
Conduct cohort analyses, segmentation studies, and trend modeling to identify opportunities for revenue growth, expansion, and customer advocacy.
Support the CX organization with forecasting, planning, and operational reporting that aligns with business objectives.
Act as a data-driven thought leader, promoting customer insight as a core capability within the CX team and the wider organization.
Drive adoption of CX analytics tools and processes to enable self-service and increase data fluency across customer-facing teams.

Benefits

Full-time employees receive Stock Options for the opportunity to share in the success of our company
Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.
Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, compassion days for loss, education days, and volunteer days
Company paid parental leave to care for and focus on your growing family
Use your personal annual education budget to improve your skills and grow in your career
Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
An annual wellbeing stipend to care for your physical, financial, or emotional health
A monthly communication stipend and phone hardware upgrade reimbursement.
New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.