What You’ll Do
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. What Success Looks Like
Customer Experience teams make
faster, smarter decisions
based on accurate, timely insights. Contentful maintains a
360° view of the customer , integrating data across support, success, product usage, and engagement touchpoints. Insight360 dashboards are the
trusted source of truth
for customer health, retention, and satisfaction metrics. Proactive analysis leads to measurable improvements in
retention, expansion, and customer advocacy . The CX organization is recognized as a
strategic, data-informed partner
to the business. What You’ll Need
Required: 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. Preferred: 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. What’s in it for You
Join an ambitious tech company reshaping the way people build digital experiences 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. Ready to Turn Customer Insight into Action?
Join Contentful and help shape the future of customer experience through data. Together, we’ll transform insight into action and create exceptional outcomes for our customers.
#J-18808-Ljbffr
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. What Success Looks Like
Customer Experience teams make
faster, smarter decisions
based on accurate, timely insights. Contentful maintains a
360° view of the customer , integrating data across support, success, product usage, and engagement touchpoints. Insight360 dashboards are the
trusted source of truth
for customer health, retention, and satisfaction metrics. Proactive analysis leads to measurable improvements in
retention, expansion, and customer advocacy . The CX organization is recognized as a
strategic, data-informed partner
to the business. What You’ll Need
Required: 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. Preferred: 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. What’s in it for You
Join an ambitious tech company reshaping the way people build digital experiences 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. Ready to Turn Customer Insight into Action?
Join Contentful and help shape the future of customer experience through data. Together, we’ll transform insight into action and create exceptional outcomes for our customers.
#J-18808-Ljbffr