Business Intelligence Analyst - Customer Experience (CX) - Remote

Overview

We’re looking for an analyst to join Outreach’s Business Intelligence & Analytics group. This role partners with internal stakeholders across including Customer Experience & GTM, as well as our business partners (Engineering, Technical Support, and Finance) as needed to identify, address, and support business needs using a data-driven approach. You will deliver reporting solutions as well as ad-hoc analyses that provide recommendations for operational improvements across customer success and meet customer needs. This position is an Individual Contributor and reports to the Director, Strategy & Analytics.

In Short

• Contribute to the operationalization of CX focused recommendations by collaborating with internal clients using a consultative approach.
• Gain an understanding of both the Pre-Sales and Post-Sales SaaS GTM motion to identify areas of opportunity with our processes.
• Deliver expert insights into historical trends and operational impacts that can directly improve growth and retention at Outreach.
• Meet the data-specific needs of our external customers through partnerships with Customer Success Managers as needed.
• Leverage data and systems to create dashboards to drive deeper understanding of our business.
• Grow communication and relationship building skills across a range of audiences, using data storytelling principles.

Requirements

• BS/Masters in quantitative related fields such as economics, statistics, finance, engineering, or computer science.
• 2-4 years experience analyzing and using data to drive insights and decision-making.
• Strong verbal and written communication skills, specifically in regards to data storytelling.
• Ability to transition from working at a detailed data level to presenting high level findings to management.
• Basic understanding of statistics and probability concepts.
• Capable of using SQL for data transformation and analysis on million+ row datasets.
• Capable of using business intelligence and reporting solutions (e.g. Tableau, PowerBI, Lookr).
• Experience with data science tools (e.g. R, Python) or familiarity with data science concepts and processes.
• Experience and understanding of a SaaS business model and related KPIs.
• Experience in management consulting, business strategy, or planning.

Benefits

• Opportunity to work in a dynamic and collaborative environment.
• Access to professional development resources.
• Flexible working hours.
• Health and wellness benefits.
• Engagement in innovative projects.