Senior Client Experience Analyst

The Client Experience team defines, elevates, and scales how Scorpion delivers exceptional client experiences consistently, intentionally, and across every stage of the journey. The Senior Client Experience Analyst is a strategic partner to the VP of Client Experience and cross-functional leaders, responsible for elevating how Scorpion measures, understands, and improves the end-to-end client journey. This role goes beyond reporting. The Senior Analyst connects data, client feedback, and operational signals to uncover systemic risks, prioritize improvements, and influence enterprise-wide decisions. They bring clarity to ambiguity, identify leading indicators of retention and growth, and help transform client insight into organizational action.

Responsibilities

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; Develop and maintain a prioritized view of top experience risks and opportunities; Conduct root cause analyses; 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; Present findings and recommendations to senior leaders; 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; Support design and measurement of experience pilots; 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

Requirements

Bachelor’s degree in Business, Marketing, Communications, Organizational Leadership, Human Centered Design, Psychology, or a related field—or equivalent practical experience; 5+ 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; Strong knowledge of statistical modeling and analytical methods, including linear and logistic regression, survival analysis, customer segmentation and clustering, hypothesis testing and statistical significance, time-series analysis and forecasting, correlation and multivariate analysis, funnel and conversion analysis, experimental design and A/B testing; Ability to determine the appropriate analytical approach based on business questions and data availability; Excellent executive communication and storytelling skills; Strategic thinker who connects insight to business impact; Systems-oriented and comfortable navigating ambiguity; Confident presenting to senior leadership; Naturally curious and field-connected; Comfortable surfacing hard truths with data and clarity; Biased toward action — not just analysis

Benefits

100% employer-paid medical, dental, and vision insurance; Flexible paid time off; 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; Incentive compensation opportunities in the form of discretionary bonuses or commissions