Customer Data Insights Analyst

About the Role

Avalara's Customer Experience team drives complex, high-impact transformation programs aimed at enhancing the end-to-end customer journey. As a Customer Experience Data Insights Analyst, you will play a critical role in tracking, analyzing key performance indicators (KPIs) that improve the customer experience.

You will own CX analytics, connecting real-time performance with program-driven changes, forecasting future trends, and providing actionable insights that influence strategic decisions. Collaborating across multiple teams, you will develop data-driven recommendations and communicate findings across all levels of the organization—driving improvements in both customer experience and operational efficiency.

This role is an individual contributor position based in our Pune, India office with a hybrid work schedule.

Key Responsibilities

CX Insights & KPI Tracking

• Develop and maintain CX performance dashboards and reports, ensuring 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.
• Communicate findings in a clear, data-driven manner to influence business decisions at all levels.

Data Analysis & Reporting

• 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 across the company to create, maintain, and report on key CX metrics, ensuring alignment and consistency in data insights.
• 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.
• Ensure data accuracy, consistency, and integrity through structured data gathering, cleaning, and transformation.

Strategic Business Impact

• Develop business cases that support customer experience and operational enhancements.
• Lead cross-functional initiatives, working closely with business leaders to identify data-driven opportunities.
• Deliver executive-level reports and presentations that influence strategic CX decisions.
• Define and track KPIs that measure the effectiveness of business initiatives and their impact on customers.
• Work collaboratively with stakeholders to prioritize and enable effective execution of CX improvements.

What You Need to Succeed

• 10+ years of experience in data analysis, insights generation, and reporting—delivering measurable business impact.
• Experience tracking operational performance for customer facing support teams, such as experience on case trend analysis, support performance, and customer experience insights