Senior Client Experience Analyst

Senior Client Experience Analyst

Dallas, TX

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.

This is a highly analytical, systems-oriented role that requires strong business judgment, executive communication skills, and a deep curiosity about the real client experience.

Organizational-Level Insight & Risk Identification

• 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.

Strategic Measurement & Leading Indicators

• 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.

Executive Reporting & Influence

• 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.

Journey Optimization & Continuous Improvement

• 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.

Voice of the Client

• 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.

• 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 (time-to-event) 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…