Strategy Development Analyst

LeadsOnline•Plano, TX

21h

About The Position

At LeadsOnline, we bridge the gap between technology and justice, empowering law enforcement agencies with cutting-edge solutions to close cases and serve their communities. Everything we do is grounded in our core values of Service, Energy, Ownership, and People—and we’re looking for someone who embodies these principles. LeadsOnline is looking for a Strategy Development Analyst to support our customer-facing organization, spanning Training & Knowledge, Customer Support, and Customer Success. This role will serve as an analytical partner focused on optimizing the company’s operational processes using data analysis to improve efficiency, reduce costs, and support data-driven decision-making across the customer organization. The Strategy Development Analyst will play a critical role in bringing clarity and consistency to how we understand and manage the customer experience scale. By strengthening our KPI visibility and customer journey insights, this position will directly influence how we onboard, train, support, and retain thousands of users across our platform. This role will partner closely with the Chief Customer Officer (CCO) and team stakeholders to understand the analytical information and how it translates to our success.

Requirements

Bachelor's degree in mathematics, economics, statistics, or another equivalent field
3+ years of relevant experience in consulting, analytics, finance, operations, or a related field
Experience supporting customer-facing, services, SaaS, or scaled operations environments preferred
Background in analytics-driven decision support rather than pure BI or tool administration
Experience leveraging AI-enabled tools to enhance analysis reporting, accuracy, and data driven decision making and translating the information for actionable recommendations
Strong dashboarding and reporting skills (Power BI preferred, Tableau acceptable)
Microsoft SQL experience
Advanced Excel proficiency
Strong analytical problem-solving skills, including structuring ambiguous questions and synthesizing insights
Clear written and verbal communication skills for leadership audiences
Execution-oriented, analytical, and detail-conscious
Ability to collaborate with senior leaders, tenured team members and subject-matter experts
Motivated to grow and extend the role into greater strategic responsibility over time

Responsibilities

Execute ad hoc and recurring analyses to support decision-making across the Customer Organization
Translate business questions into structured analyses (e.g., onboarding capacity, workload distribution, training throughput, engagement patterns)
Prepare clear, executive-ready summaries, visuals, and recommendations for leadership review
Partner closely with the CCO to refine analytical framing and outputs
Design, build, and maintain KPI dashboards and recurring reporting for weekly, monthly, and quarterly operating reviews
Define and standardize metrics in partnership with functional leaders
Establish consistent metric definitions, data sources, and reporting cadences
Evolve reporting from descriptive metrics to insight-oriented views that highlight trends, root causes, areas for improvement, declines, and action plans
Analyze performance across key stages of the customer journey, including onboarding, training, adoption, ongoing usage, and renewal
Support development of customer health frameworks and adoption indicators
Identify early signals of customer risk, friction, or opportunity based on usage, training, and support data
Build reporting and insights that enable proactive engagement by customer-facing teams
Cohort Analysis to Identify & Understand the Key Drivers of Customer Retention
Support evaluation and implementation of customer-facing tools (e.g., CS platforms, service desk systems, LMS, AI-enabled knowledge tools)
Provide analytical input into customer journey and process improvement initiatives
Assess effectiveness of tools and workflows using data and observed outcomes
Ensure systems generate usable, decision-quality data to support reporting and analysis