Customer Data Insights Analyst

Job Description Role Overview: As a Customer Experience Data Insights Analyst at Avalara, you will be responsible for driving complex transformation programs to enhance the end-to-end customer journey. Your main focus will be on tracking and analyzing key performance indicators (KPIs) to improve customer experience. You will be instrumental in connecting real-time performance with program-driven changes, forecasting future trends, and providing actionable insights to influence strategic decisions. This individual contributor position is based in the Pune, India office with a hybrid work schedule. Key Responsibilities: - Develop and maintain CX performance dashboards and reports to ensure key insights are available for decision-making. - Analyze trends and performance drivers, correlating KPI shifts with customer experience initiatives and operational changes. - Forecast how future improvements will impact key CX metrics. - Partner with Program Managers to develop KPI reporting frameworks for transformational programs. - Collaborate with customer-facing teams to define metrics, design dashboards, and provide regular operational reporting. - Work closely with multiple data teams and resources to create, maintain, and report on key CX metrics. - Synthesize insights across case trends, escalations, and operational data to uncover improvement opportunities. - Build scalable reporting tools and dashboards using Power BI, Salesforce, and Tableau. - Develop business cases to support customer experience and operational enhancements. - Lead cross-functional initiatives, identify data-driven opportunities, and deliver executive-level reports and presentations to influence strategic CX decisions. - Define and track KPIs measuring the effectiveness of business initiatives and their impact on customers. - Collaborate with stakeholders to prioritize and enable effective execution of CX improvements. Qualification Required: - 10 years of experience in data analysis, insights generation, and reporting with a focus on delivering measurable business impact. - Experience in tracking operational performance for customer-facing support teams, including case trend analysis, support performance, and customer experience insights. Additional Company Details (Omitted): Avalara is a growth-oriented company that values diversity, equity, and inclusion. They offer a competitive compensation package, paid time off, paid parental leave, and various health & wellness benefits. Avalara has a culture that empowers its employees to succeed and encourages ownership and achievement. As an Equal Opportunity Employer, Avalara supports diversity and inclusion in all aspects of its business practices and organizational culture. Role Overview: As a Customer Experience Data Insights Analyst at Avalara, you will be responsible for driving complex transformation programs to enhance the end-to-end customer journey. Your main focus will be on tracking and analyzing key performance indicators (KPIs) to improve customer experience. You will be instrumental in connecting real-time performance with program-driven changes, forecasting future trends, and providing actionable insights to influence strategic decisions. This individual contributor position is based in the Pune, India office with a hybrid work schedule. Key Responsibilities: - Develop and maintain CX performance dashboards and reports to ensure key insights are available for decision-making. - Analyze trends and performance drivers, correlating KPI shifts with customer experience initiatives and operational changes. - Forecast how future improvements will impact key CX metrics. - Partner with Program Managers to develop KPI reporting frameworks for transformational programs. - Collaborate with customer-facing teams to define metrics, design dashboards, and provide regular operational reporting. - Work closely with multiple data teams and resources to create, maintain, and report on key CX metrics. - Synthesize insights across case trends, escalations, and operational data to uncover improvement opportunities. - Build scalable reporting tools and dashboards using Power BI, Salesforce, and Tableau. - Develop business cases to support customer experience and operational enhancements. - Lead cross-functional initiatives, identify data-driven opportunities, and deliver executive-level reports and presentations to influence strategic CX decisions. - Define and track KPIs measuring the effectiveness of business initiatives and their impact on customers. - Collaborate with stakeholders to prioritize and enable effective execution of CX improvements. Qualification Required: - 10 years of experience in data analysis, insights generation, and reporting with a focus on delivering measurable business impact. - Experience in tracking operational performance for customer-facing support teams, including case trend analysis, support performance, and customer experience insights. Additional Company Details (O