Senior Voice of the Customer Analyst

Harbor Compliance

About The Position

Churn and retention are board-level priorities at Harbor Compliance, but no single owner today is responsible for deeply understanding the customer behaviors driving them. Customer Success owns execution and Expansion owns growth, but customer segmentation, churn analysis, and VOC insights remain fragmented. We’re hiring a Senior Voice of the Customer (VOC) Analyst to stand up this function. This is a high-visibility individual contributor role within Customer Operations, responsible for building the VOC systems, customer analytics, and cross-functional feedback loops that help Harbor Compliance better understand churn, retention, expansion opportunities, and the customer experience, and translate those insights into clear recommendations for business action.

Requirements

5+ years of experience in VOC, CX analytics, or customer insights with ownership of programs and outcomes.
Experience building customer research programs and structured interviews that inform business decisions.
Strong executive communication skills with experience presenting complex analysis to senior stakeholders.
Advanced SQL and CRM data experience (HubSpot preferred), plus survey design expertise (NPS, CSAT, CES).
Experience with customer segmentation or cohort analysis tied to retention and growth.
Proven ability to work cross-functionally and independently with minimal direction.

Nice To Haves

Strong experience combining qualitative research, survey data, and behavioral analytics into actionable customer insights.
Experience building executive-facing dashboards and analyzing retention metrics such as churn, GRR, and NRR.
Strong understanding of B2B SaaS and/or tech-enabled services across multiple customer segments.
Familiarity with qualitative research and AI tools used for customer research, synthesis, and reporting.
Experience working with CRM and BI/reporting tools to analyze customer data and build dashboards; HubSpot and Metabase experience preferred.
Excellent written and verbal communication skills with experience presenting insights to executive audiences.
Strong analytical judgment, including the ability to work with imperfect customer data, identify data quality gaps, and distinguish signal from noise.

Responsibilities

Design and run a structured customer interview program across Harbor’s key customer segments, including interview guides, synthesis, and recurring monthly interviews.
Manage and refine survey programs (NPS, CSAT, CES, and lifecycle surveys) to capture actionable customer sentiment data.
Develop a repeatable process for turning customer feedback into executive insights and action items.
Continuously improve VOC methodologies as Harbor’s customer segments and business needs evolve.
Establish a closed-loop VOC process that captures customer feedback, synthesizes themes, routes insights to the right owners, and tracks follow-up actions and outcomes.
Lead the analysis and ongoing refinement of Harbor’s customer segmentation strategy across Nonprofit, Corporate, and Professional customers in partnership with CS, Expansion, Operations, and leadership.
Build repeatable churn analysis frameworks using CRM and Metabase data and qualitative customer feedback.
Partner to refine and update customer health scoring models to identify at-risk accounts with high accuracy, enabling early intervention and proactive retention efforts.
Track and analyze retention and expansion metrics, including GRR, NRR, and churn trends, for leadership reporting.
Conduct root-cause analysis on churn, downgrade, dissatisfaction, and expansion patterns by combining CRM data, customer interviews, survey results, and operational signals.
Design and maintain executive-facing reporting, dashboards, and insight narratives highlighting customer sentiment, churn risks, key trends, and recommended actions.
Present customer insights and recommendations to senior leadership in a clear, actionable format.
Build and maintain a centralized VOC knowledge base accessible across Product, CX, Operations, and Expansion teams.
Identify gaps in customer data capture, churn reason tracking, and VOC instrumentation, and partner cross-functionally to improve data quality and reporting reliability.
Establish feedback loops between VOC insights and Product, Operations, Expansion, and CX teams to drive business improvements.
Serve as the internal advocate for the customer voice in cross-functional planning and strategy discussions.
Partner with Expansion to identify customer needs, segment patterns, and expansion signals that inform upsell and growth opportunities.
Partner with Product to prioritize feature and experience improvements based on customer feedback.