DoorLoop is looking for a Senior Customer Experience Data Analyst to join the Data & Analytics team. This role will act as the dedicated analytics partner for Customer Experience, delivering insights, dashboards, models, and measurements that improve both customer operations and product experience. A core part of the role is translating recurring customer issues and trends into insights for the Product team, ensuring customer feedback influences roadmap priorities.
Requirements
- Strong SQL skills and experience working with large datasets in cloud data warehouses (e.g. Snowflake, BigQuery, Redshift).
- Experience building and maintaining dashboards in BI tools such as Tableau, Looker, or similar.
- Proven experience building and deploying predictive models to support business or customer-facing decisions.
- Experience with customer support tools (e.g., Zendesk, Intercom, Freshdesk) and integration with analytics.
- Familiarity with customer feedback analysis, churn prediction, or text analytics.
Responsibilities
- Analyze customer experience performance, issues, and satisfaction metrics to identify trends and opportunities for improvement.
- Build and maintain dashboards and reports that track key CX KPIs and performance metrics.
- Build and maintain analytical models that forecast support demand, identify trends, and predict customer outcomes.
- Measure the impact of CX initiatives and product-related improvements, defining success metrics and delivering post-initiative analyses.
- Establish standards, documentation, and review cycles to ensure consistent and accurate reporting across CX.
- Respond to ad hoc requests from CX and Product stakeholders, balancing speed with accuracy.
- Collaborate with the broader Data & Analytics team to share methods, improve data foundations, and maintain quality standards.
Other
- 4+ years of experience in analytics or a related role within a SaaS or tech company, with strong familiarity with customer experience or customer support strategy and metrics (e.g., CSAT, retention, time to resolution).
- Proven ability to translate CX data into clear, actionable insights for CX and Product stakeholders.
- Demonstrated ownership of analytics processes, from framing the right questions to delivering business impact.
- Curiosity, attention to detail, and a proactive approach to identifying problems and opportunities.
- Ability to thrive in a fast-paced environment and work cross-functionally with CX, Product, and Data teams.
- Strong written and verbal communication skills, with the ability to influence stakeholders across levels.
- Structured problem-solving skills, balancing data accuracy with practical business needs.
