{"schemaVersion":"jobsearcher.job.v1","id":"f3ee48ced1e8e3b67d210b6d","url":"https://jobsearcher.com/jobs/f3ee48ced1e8e3b67d210b6d","canonicalUrl":"https://jobsearcher.com/jobs/f3ee48ced1e8e3b67d210b6d","title":"Sr Analyst, Customer Intelligence","description":"What You'll Do:\nRole Summary – Why This Role Exists\n\nAvalara is building an AI-first operating model to predict customer needs, reduce friction, and improve gross revenue retention. Fragmented reporting and inconsistent scoring currently limit early detection of renewal risk and high-impact friction.\n\nThe Senior Analyst, Customer Intelligence owns the analytical foundation behind CX360, Avalara's enterprise customer intelligence system. This role defines and governs scoring frameworks, driver methodologies, predictive indicators, and prioritization models that convert multi-source customer signals into structured, decision-grade insight.\n\nThis role directly enables measurable improvement in GRR, CPO, CSAT, CES, CPC, TTR, case deflection, renewal risk detection, expansion identification, and churn probability modeling.\n\nHow This Role Elevates Avalara\n\nBusiness: Establishes a governed, enterprise-standard intelligence system that improves retention, reduces cost-to-serve, and strengthens roadmap and operational decisions.\nCustomer: Enables earlier detection of lifecycle friction and renewal risk, allowing proactive intervention before issues escalate.\nOrganization: Raises analytical rigor and AI capability by standardizing scoring frameworks and embedding decision-grade intelligence into enterprise workflows.\n\n#LI-Remote\nWhat Your Responsibilities Will Be:\nWhat Your Responsibilities Will Be\nEnsure CX360 delivers accurate, trusted, decision-ready customer intelligence across Product, CX, Operations, and executive leadership, with clear ownership of scoring integrity.\nDefine and govern scoring frameworks, lifecycle metrics, friction models, and prioritization thresholds to ensure consistency, transparency, and business relevance.\nCollaborate with Data Science, Architecture, Engineering, and Product to validate data integrity and strengthen insights through predictive modeling and sentiment analysis.\nBuild and evolve customer intelligence analytics including segmentation, cohort analysis, and driver attribution tied directly to retention and efficiency outcomes.\nQuantify the financial and operational impact of customer friction using revenue and cost modeling to establish measurable prioritization standards.\nTranslate complex analytics into structured, prioritized recommendations that influence retention strategy, roadmap investment, and operational optimization.\nApply AI techniques — including NLP, LLM integrations, and predictive models — to automate feedback classification, improve signal detection, and reduce time-to-insight.\nMaintain governed analytics environments across Qualtrics, Snowflake, Power BI, Tableau, and related systems to ensure secure, scalable enterprise intelligence.\n\nOutcome: CX360 operates as Avalara's trusted enterprise intelligence engine, informing measurable improvements in retention, efficiency, and customer experience.\n\n12-Month Success Signals\n\nWithin 12 months, this role will:\nEstablish CX360 as the enterprise-standard source of customer health and renewal risk intelligence.\nStandardize scoring and prioritization frameworks to eliminate metric drift and fragmented reporting.\nDeploy at least one productionized predictive model influencing planning or roadmap decisions.\nDemonstrate measurable movement in retention, efficiency, or cost-to-serve tied to validated friction interventions.\nReduce manual analysis and reporting redundancy through AI-enabled automation.\nIncrease executive confidence in customer metrics through documented governance and scoring transparency.\n\nBar Raiser Expectations\n\nWe are hiring a Bar Raiser - someone who will improve the performance, standards, and capability of the team beyond its current state. This individual is expected to raise the bar through their impact on how the team operates, delivers, and grows.\nSet and enforce high standards for analytical rigor, scoring integrity, and metric governance.\nChallenge assumptions that weaken decision quality or dilute customer impact.\nImprove how teams apply customer intelligence in strategic decisions.\nLeave intelligence systems and frameworks stronger than you found them.\n\nAI Bar Raiser Expectations\n\nWe are hiring an AI Bar Raiser - someone who brings AI expertise that exceeds the current capability of the team and elevates how AI is applied across the organization. This role is expected to improve how work gets done through meaningful, measurable use of AI.\nEmbed AI into core analytics workflows as production capability, not experimentation.\nQuantify measurable business impact from AI-enabled intelligence (e.g., improved predictive accuracy, reduced cycle time, increased automation).\nIdentify high-impact AI applications tied to revenue protection, operational efficiency, or customer experience.\nPartner cross-functionally to deploy AI responsibly and at scale.\n\nAI usage must materially improve enterprise performance.\nWhat You'll Need to be Successful:\nQualifications\nBachelor's degree in Data Science, Statistics, Mathematics, Computer Science, Economics, Engineering, or related field.\n6+ years of progressive experience in advanced analytics, customer intelligence, enterprise BI, or CX measurement roles within SaaS or complex customer environments.\nDemonstrated experience designing and governing scoring frameworks, driver analysis models, or prioritization methodologies tied to measurable revenue and retention outcomes.\nProven experience building and deploying predictive models (e.g., churn probability, renewal risk, expansion propensity) that informed real business decisions.\nDemonstrated experience operationalizing AI- and LLM-driven analytics within enterprise decision workflows — not just experimentation or prototype analysis.\nExperience applying NLP and machine learning techniques to large-scale unstructured customer feedback and behavioral datasets.\nExperience partnering with Data Science, Engineering, Product, and Finance to move models from concept to production deployment.\nStrong experience designing executive-facing data visualizations and translating statistical findings into prioritized, decision-ready recommendations.\nDemonstrated ability to connect customer experience and analytical outputs directly to GRR, CPO, CSAT, operational efficiency, and cost-to-serve metrics.\nExperience operating as a senior-level individual contributor, setting analytical standards and influencing cross-functional direction without direct authority.\nThe base pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.\nColorado $111,300-$178,100\nWashington $111,300-$196,700\nCalifornia $111,300-$215,400\nNYC $122,900-$215,400\nThe pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate's actual salary/wage may be based on various factors, such as geographic location, candidate experience and qualifications, as well as market and business considerations. This role is eligible for an annual bonus based on individual and company performance, depending on the terms of the applicable plan and the employee's role.\nAvalara is an AI-first Company:\nAI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability.\nYou’ll bring experience using AI and AI-related technologies, ready to thrive here.\nYou’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.\nYou’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.\nHow We'll Take Care of You:\nTotal Rewards\nIn addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.\n\nHealth & Wellness\nBenefits vary by location but generally include private medical, life, and disability insurance.\n\nInclusive culture and diversity\nAvalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.\n\nWhat You Need To Know About Avalara:\nWe’re defining the relationship between tax and tech.\n\nWe’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world.\n\nWe’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too.\n\nWe’re An Equal Opportunity Employer\nSupporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.","company":"Avalara","rawCompany":"avalara","city":"Remote","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-08-03T17:41:48.447Z","occupations":[{"code":"15-2051.01","title":"Business Intelligence Analysts","slug":"business-intelligence-analysts"},{"code":"13-1111.00","title":"Management Analysts","slug":"management-analysts"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541690","title":"Other Scientific and Technical Consulting Services","slug":"other-scientific-and-technical-consulting-services"},{"code":"541618","title":"Other Management Consulting Services","slug":"other-management-consulting-services"},{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Sr Analyst, Customer Intelligence","description":"What You'll Do:\nRole Summary – Why This Role Exists\n\nAvalara is building an AI-first operating model to predict customer needs, reduce friction, and improve gross revenue retention. Fragmented reporting and inconsistent scoring currently limit early detection of renewal risk and high-impact friction.\n\nThe Senior Analyst, Customer Intelligence owns the analytical foundation behind CX360, Avalara's enterprise customer intelligence system. This role defines and governs scoring frameworks, driver methodologies, predictive indicators, and prioritization models that convert multi-source customer signals into structured, decision-grade insight.\n\nThis role directly enables measurable improvement in GRR, CPO, CSAT, CES, CPC, TTR, case deflection, renewal risk detection, expansion identification, and churn probability modeling.\n\nHow This Role Elevates Avalara\n\nBusiness: Establishes a governed, enterprise-standard intelligence system that improves retention, reduces cost-to-serve, and strengthens roadmap and operational decisions.\nCustomer: Enables earlier detection of lifecycle friction and renewal risk, allowing proactive intervention before issues escalate.\nOrganization: Raises analytical rigor and AI capability by standardizing scoring frameworks and embedding decision-grade intelligence into enterprise workflows.\n\n#LI-Remote\nWhat Your Responsibilities Will Be:\nWhat Your Responsibilities Will Be\nEnsure CX360 delivers accurate, trusted, decision-ready customer intelligence across Product, CX, Operations, and executive leadership, with clear ownership of scoring integrity.\nDefine and govern scoring frameworks, lifecycle metrics, friction models, and prioritization thresholds to ensure consistency, transparency, and business relevance.\nCollaborate with Data Science, Architecture, Engineering, and Product to validate data integrity and strengthen insights through predictive modeling and sentiment analysis.\nBuild and evolve customer intelligence analytics including segmentation, cohort analysis, and driver attribution tied directly to retention and efficiency outcomes.\nQuantify the financial and operational impact of customer friction using revenue and cost modeling to establish measurable prioritization standards.\nTranslate complex analytics into structured, prioritized recommendations that influence retention strategy, roadmap investment, and operational optimization.\nApply AI techniques — including NLP, LLM integrations, and predictive models — to automate feedback classification, improve signal detection, and reduce time-to-insight.\nMaintain governed analytics environments across Qualtrics, Snowflake, Power BI, Tableau, and related systems to ensure secure, scalable enterprise intelligence.\n\nOutcome: CX360 operates as Avalara's trusted enterprise intelligence engine, informing measurable improvements in retention, efficiency, and customer experience.\n\n12-Month Success Signals\n\nWithin 12 months, this role will:\nEstablish CX360 as the enterprise-standard source of customer health and renewal risk intelligence.\nStandardize scoring and prioritization frameworks to eliminate metric drift and fragmented reporting.\nDeploy at least one productionized predictive model influencing planning or roadmap decisions.\nDemonstrate measurable movement in retention, efficiency, or cost-to-serve tied to validated friction interventions.\nReduce manual analysis and reporting redundancy through AI-enabled automation.\nIncrease executive confidence in customer metrics through documented governance and scoring transparency.\n\nBar Raiser Expectations\n\nWe are hiring a Bar Raiser - someone who will improve the performance, standards, and capability of the team beyond its current state. This individual is expected to raise the bar through their impact on how the team operates, delivers, and grows.\nSet and enforce high standards for analytical rigor, scoring integrity, and metric governance.\nChallenge assumptions that weaken decision quality or dilute customer impact.\nImprove how teams apply customer intelligence in strategic decisions.\nLeave intelligence systems and frameworks stronger than you found them.\n\nAI Bar Raiser Expectations\n\nWe are hiring an AI Bar Raiser - someone who brings AI expertise that exceeds the current capability of the team and elevates how AI is applied across the organization. This role is expected to improve how work gets done through meaningful, measurable use of AI.\nEmbed AI into core analytics workflows as production capability, not experimentation.\nQuantify measurable business impact from AI-enabled intelligence (e.g., improved predictive accuracy, reduced cycle time, increased automation).\nIdentify high-impact AI applications tied to revenue protection, operational efficiency, or customer experience.\nPartner cross-functionally to deploy AI responsibly and at scale.\n\nAI usage must materially improve enterprise performance.\nWhat You'll Need to be Successful:\nQualifications\nBachelor's degree in Data Science, Statistics, Mathematics, Computer Science, Economics, Engineering, or related field.\n6+ years of progressive experience in advanced analytics, customer intelligence, enterprise BI, or CX measurement roles within SaaS or complex customer environments.\nDemonstrated experience designing and governing scoring frameworks, driver analysis models, or prioritization methodologies tied to measurable revenue and retention outcomes.\nProven experience building and deploying predictive models (e.g., churn probability, renewal risk, expansion propensity) that informed real business decisions.\nDemonstrated experience operationalizing AI- and LLM-driven analytics within enterprise decision workflows — not just experimentation or prototype analysis.\nExperience applying NLP and machine learning techniques to large-scale unstructured customer feedback and behavioral datasets.\nExperience partnering with Data Science, Engineering, Product, and Finance to move models from concept to production deployment.\nStrong experience designing executive-facing data visualizations and translating statistical findings into prioritized, decision-ready recommendations.\nDemonstrated ability to connect customer experience and analytical outputs directly to GRR, CPO, CSAT, operational efficiency, and cost-to-serve metrics.\nExperience operating as a senior-level individual contributor, setting analytical standards and influencing cross-functional direction without direct authority.\nThe base pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.\nColorado $111,300-$178,100\nWashington $111,300-$196,700\nCalifornia $111,300-$215,400\nNYC $122,900-$215,400\nThe pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate's actual salary/wage may be based on various factors, such as geographic location, candidate experience and qualifications, as well as market and business considerations. This role is eligible for an annual bonus based on individual and company performance, depending on the terms of the applicable plan and the employee's role.\nAvalara is an AI-first Company:\nAI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability.\nYou’ll bring experience using AI and AI-related technologies, ready to thrive here.\nYou’ll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.\nYou’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.\nHow We'll Take Care of You:\nTotal Rewards\nIn addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.\n\nHealth & Wellness\nBenefits vary by location but generally include private medical, life, and disability insurance.\n\nInclusive culture and diversity\nAvalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.\n\nWhat You Need To Know About Avalara:\nWe’re defining the relationship between tax and tech.\n\nWe’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world.\n\nWe’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too.\n\nWe’re An Equal Opportunity Employer\nSupporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.","datePosted":"2026-08-03T17:41:48.447Z","dateModified":"2026-08-03T17:41:48.447Z","hiringOrganization":{"@type":"Organization","name":"Avalara","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"f3ee48ced1e8e3b67d210b6d"},"url":"https://jobsearcher.com/jobs/f3ee48ced1e8e3b67d210b6d"}}