Empowering Manufacturing Innovation through Engineering Excellence and Tailored Solutions
Senior Client Experience Analyst
Location
United States
Posted
4 days ago
Salary
$110K - $120K / year
Seniority
Senior
Job Description
Senior Client Experience Analyst
Setton Industries Inc.
• Own analysis of client sentiment and performance data across NPS, CSAT, churn, renewals, support interactions, onboarding metrics, and account health. • Identify systemic breakdowns, recurring experience failures, and emerging risk patterns across segments. • Develop and maintain a prioritized view of top experience risks and opportunities. • Conduct root cause analyses that move beyond symptoms to underlying operational drivers. • Design and evolve the client experience measurement framework, including leading indicators of retention and expansion. • Define and refine client health scoring methodologies. • Partner with leadership to ensure experience metrics are tied directly to revenue performance. • Quantify the financial impact of experience improvements and failures. • Build dashboards and executive-level reporting that translate complex data into clear business implications. • Present findings and recommendations to senior leaders with confidence and clarity. • Influence cross-functional priorities based on client insight and data-backed evidence. • Ensure experience standards and journey metrics are visible and actionable across the organization. • Partner with Sales, Account Management, Product, Marketing, and Operations to improve key lifecycle stages (handoff, onboarding, engagement, renewal). • Support design and measurement of experience pilots and improvement initiatives. • Monitor adoption and effectiveness of playbooks, standards, and tools. • Lead postmortems on major client issues and ensure systemic follow-through. • Maintain direct exposure to client reality through call reviews, written communication audits, and qualitative feedback analysis. • Synthesize qualitative and quantitative insights into actionable recommendations. • Ensure client perspective remains central in strategic discussions.
Job Requirements
- Bachelor’s degree in Business, Marketing, Communications, Organizational Leadership, Human Centered Design, Psychology, or a related field—or equivalent practical experience.
- 5–8+ years of experience in analytics, strategy, operations, consulting, or customer-focused roles
- Demonstrated ability to influence cross-functional leaders without direct authority
- Strong experience building measurement frameworks and executive-level dashboards
- Advanced analytical capabilities (BI tools, CRM data, financial analysis)
- Proven ability to connect experience metrics to revenue and operational outcomes.
Benefits
- 100% employer-paid medical, dental, and vision insurance
- Flexible paid time off, so you can rest, relax, and recharge away from work
- Paid parental leave
- Paid cell phone and service
- Remote office allowance
- Professional development and development courses
- Regular manager check-ins to drive performance and career growth through Lattice
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