Contentful · 23 hours ago
Senior Customer Insights Analyst
New York City, New York, United States
Full-time
Hybrid
Senior Level, Lead/Staff
$143K/yr - $193K/yr
10+ years expContentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, personalized content at scale. They are seeking a Senior Customer Insights Analyst to transform data into actionable insights that enhance customer satisfaction and retention. The role involves collaborating with cross-functional teams to analyze customer experience metrics and drive improvements in customer journeys.
Cloud ComputingCMSContentDeveloper ToolsPublishingSaaSSoftware
Responsibilities
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
Qualification
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
Benefits
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.
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.
Company
Contentful
Contentful offers a headless content management system that helps organizations deliver content across channels.
501-1000 employees
H1B Sponsorship
Contentful has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$349.6MKey Investors
Tiger Global ManagementSapphire VenturesGeneral Catalyst
2021-07-28Series F· $175M
2020-06-17Series E· $80M
2018-12-05Series D· $33.5M
Leadership Team
Karthik Rau
Chief Executive Officer
Steve Sloan
CEO
Recent News
Tech Funding News
2025-09-27
Destination CRM
2025-09-19
2025-09-19
Company data provided by crunchbase