IDEXX Livestock Diagnostics · 2 hours ago
Data Analyst – Customer Experience & Product Insights
Westbrook, ME
Full-time
Hybrid
Mid Level
$110K/yr - $130K/yrIDEXX Livestock Diagnostics is seeking a Data Analyst who will focus on enhancing customer experience through data analysis. The role involves translating complex data into actionable insights to influence product strategy and improve the customer journey.
Biotechnology
Responsibilities
Shape how we measure product performance and user experience across the POC ecosystem by creating event taxonomies, user metrics, and KPIs that are clear, consistent, and guide product and customer experience decisions
Analyze user journeys, conversion funnels, and drop-off points to identify friction and recommend improvements to the product and user experience (UX)
Develop a cross-product view of the customer journey spanning software, devices, and support channels, starting with the highest-impact workflows and expanding over time
Partner with Software Engineering to translate device connectivity and instrument health data into meaningful Product and CX KPIs, including error rates, connectivity uptime, reliability indicators and funnel analysis
Link product usage patterns to support trends (case volume, issue drivers, escalation patterns) to surface root causes and prevention opportunities
Build actionable customer segments that combine technology stack and behavioral characteristics to support targeted marketing, product rollout, and change management strategies
Support experimentation by partnering with Product and UX to shape success metrics, develop measurement plans, and evaluate outcomes with A/B tests where possible, or quasi-experimental and observational approaches when appropriate
Synthesize behavioral analytics with qualitative signals (in-app feedback, surveys, interviews) to deliver a comprehensive view of customer experience
Communicate insights clearly and compellingly to Product, R&D, UX, Marketing, and leadership stakeholders
Qualification
Required
Self–Starter — Self-directed and proactive, with a strong sense of ownership and accountability. Comfortable operating in ambiguity and fast-paced environments with evolving priorities
Cross-Functional Collaboration — Demonstrated ability to partner effectively across Product, Operations, Customer Success, and other stakeholders to align insights with business objectives and execution. Experience operating in enterprise-scale or matrixed organizations and influencing CX strategy through data-driven storytelling and cross-functional alignment
Behavioral Analytics Expertise — Proficiency with Heap or hands-on experience with other CX analytics or Voice of Customer (VoC) platforms (Amplitude, Pendo) with a willingness to become a Heap expert quickly. Demonstrated ability to analyze and interpret large, multi-source datasets (including survey, behavioral, and sentiment data) to generate actionable insights
Technical Proficiency — Advanced SQL and Python for data manipulation. R experience is a plus. Experience working with cloud data warehouses (Snowflake, Redshift, etc.)
SaaS / IoT Experience — Experience analyzing software adoption, installed base, and/or connected device metrics
Metric Definition & Experimentation — A track record of creating new KPIs from scratch and designing measurement plans for experiments (A/B tests, quasi-experimental approaches, or observational studies)
Visualization and Communication — Proficiency in data visualization tools, including Tableau, Power BI, or Looker with a portfolio or examples of published dashboards or insights reports. Present findings and recommendations in a clear, compelling way to both technical and non-technical audiences
Preferred
Familiarity with Adobe Analytics or Adobe Target
Advanced A/B testing expertise (power calculations, sample sizing, guardrail metrics, causal inference)
Exposure to Voice of Customer (VoC) platforms or blending survey/interview insights with behavioral data
Experience stitching together data from hardware, software, and support channels
Benefits
Opportunity for annual cash bonus
Health / Dental / Vision Benefits Day-One
5% matching 401k
Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more
Company
IDEXX Livestock Diagnostics
Diagnostic tests and services to monitor the health of herd and flock animals worldwide.
5001-10000 employees
H1B Sponsorship
IDEXX Livestock Diagnostics 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 (1)
2022 (1)
2020 (1)
Funding
Current Stage
Late StageCompany data provided by crunchbase