Customer Experience Analyst

We're building a data-driven customer experience organization, and we need an analyst who can contribute to the customer data foundation that powers our adoption, retention, and digital transformation strategy. You'll work with our team leadership, our AI engineer and analytics team to build clean metrics, consistent reporting, and customer insights that drive decisions from individual account management to executive strategy.

Your work directly enables our core thesis: customers who actually adopt and use our product thrive. Your job is to measure adoption, understand what drives it, surface risks before they become churn, and give the team the clarity they need to help customers succeed.

Define the data signals that predict customer health, engagement, and adoption velocity. Build dashboards that surface at-risk accounts before they churn and identify adoption success patterns so your team can replicate them.

Track customer behavior over time: time-to-first-use, velocity of engagement, feature adoption, usage patterns by segment. Create cohort analysis to see which customers are accelerating, stalling, or at risk. Translate those insights into metrics that drive action.

Work with the revenue operations analyst, AI engineer, and customer teams to ensure metrics are defined consistently and reported the same way across human and automated systems. Document calculation logic so the system stays transparent and scalable.

Own the metrics that matter: customer onboarding speed, time to value, implementation health, feature adoption rates. Partner with customer-facing teams to instrument workflows and identify where friction is slowing customers down.

Answer hard questions: What correlates with customer success? Which segments are we losing to adoption friction? Where should we focus resources? Pull the data, analyze it, and explain what it means to non-technical stakeholders.

4-5 years of analytics or operations work in a customer-facing organization (SaaS customer success, customer insights, customer operations, product analytics, or similar). You understand how customers move through a lifecycle and what adoption friction looks like.

Strong SQL or similar query language. You can write queries to answer business questions independently.

BI reporting and visualization experience (Tableau, Looker, Power BI, or similar). You can navigate a reporting tool, ask what data exists, and build dashboards that tell a story.

Metric thinking. You naturally ask "how would we measure that?" You understand the difference between activity and outcome.

Detail-oriented and collaborative. You notice inconsistencies, you ask why, and you work well across teams.

Experience building adoption or engagement dashboards

Familiarity with customer success platforms or analytics tools (we'll teach you ours)

Experience with financial services, payment processing, or insurance (not required; you'll learn the domain)

We're at an inflection point. We're building an adoption-focused customer experience organization that can scale without hiring linearly, and we're investing in AI to help us do it. You're not just a supporting analyst, you're contributing substantially to the data layer that makes AI possible. You'll have direct visibility with leadership and real ownership of what gets measured and why. Your insights will change how the company thinks about customer success.

Why ePayPolicy

Competitive salary

Comprehensive benefits package with employer-paid basic life and disability premiums

401K

Flexible Paid Time Off Policy (FTO)

Company-sponsored quarterly “ePayItForward” initiatives

Supportive and inclusive company culture with a focus on work/life balance

Fully-stocked kitchen

Lunch stipend when working onsite

Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)

Huge opportunity for growth

We operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager.

Embracing AI at ePayPolicy - At ePayPolicy, AI is a company-wide initiative essential to how we work and innovate. All employees are expected to proactively leverage approved enterprise AI tools to drive operational productivity. While leaning into these capabilities, team members must maintain our ethical standards: thoroughly verifying AI-generated outputs, safeguarding sensitive data, and strictly prohibiting the generation of synthetic media or the use of another individual’s likeness without explicit consent.

We value diversity here at ePayPolicy and understand the importance of creating a safe and comfortable work environment, encouraging individualism and authenticity in every member of our team. We strive to create an accessible and inclusive experience for all candidates. If you need an accommodation during the application or recruiting process, please submit a request to our team via this Interview Accommodation form: https://forms.gle/xKppyKTSqfTUi7hz5