Senior Customer Experience / NPS Analyst, Salesforce
$99.4-163.5k
Salary is partially dependent on location. Offers ESPP
World's leading CRM provider
Job no longer available
World's leading CRM provider
1001+ employees
Job no longer available
$99.4-163.5k
Salary is partially dependent on location. Offers ESPP
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- The ideal candidate is a proactive, analytical problem-solver with a passion for the customer experience and strong visualization expertise
- Bachelor’s degree in Business, Analytics, Statistics, or a related field
- 4+ years of experience in a data-related research position utilizing both quantitative and qualitative methods
- Professional experience within a SaaS organization focused on customer insights, customer success, or Voice of the Customer programs
- Expertise in SQL, Python, R, and Tableau with a strong ability to transform raw, distributed data into stable architectures
- Proficiency in statistical modeling and hypothesis testing—including regression, driver analysis, and experimental design—to quantify the significance and impact of CX initiatives
- Proven ability to translate complex data insights into actionable, executive-ready narratives
- Experience building and maintaining automated data visualizations that drive self-service reporting
- Strong analytical and problem-solving skills with a passion for understanding and improving customer journeys
What the job involves
- The CX Strategy & Insights team is responsible for operationalizing customer insights through a unified Net Promoter System that gathers, analyzes, and acts on feedback
- We are seeking a Senior Analyst who will play an important role in supporting key decision-makers with data-driven customer insights and recommendations
- You will help bridge the gap between raw data and strategic execution, ensuring that our customer experience (CX) initiatives are supported by robust 'single source of truth' architectures
- Manage data architecture with Salesforce tools to assist in the development and evolution of best-in-class dashboards and deep-dive insights
- Link NPS data to operational, financial, customer, and product data to provide a comprehensive view of drivers of the customer experience
- Deliver quarterly NPS performance reporting and track patterns, themes, and outliers to inform business decisions
- Partner with the Customer Success organization and its key analytics partners in Sales, Marketing, Product, and Services to collect relevant data and socialize insights across the business
- Empower business partners and team members to access and explore data through intuitive self-service Tableau dashboards
- Extract the "big idea" and tell a compelling story via narratives, reports, charts, and graphs for senior management
- Leverage cutting-edge AI and analytics tools to build data products and implement solutions that optimize work quality and efficiency
- Conduct deep-dive analyses on various projects to improve the experience of our customer interactions and reduce attrition
Our take
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company benefits
- With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year
Company HQ
SoMa, San Francisco, CA
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
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