Senior Business Analyst - Customer Management

Job Details

Job Location:

Fort Collins, CO 80528

Position Type:
Full Time Salary Range: $ - $ Salary/year

Travel Percentage :
Up to 25%
BillGOis seeking a Senior Business Analyst, Customer Management to drive insights and optimization across the lifecycle of existing BGX customers. This role will focus on activation, engagement,utilization, and retention, helping maximize customer value and long-term growth.

You’llpartner closely with

BillGOExchange leadership, customer experience,product, and growth teams to understand customer behavior,identify opportunities to improve the customer experience, and deliver insights that increase retention and lifetime value. This role plays a keypartin ensuring

BillGOnot onlyacquirescustomers—but keeps and grows them effectively.

This role is essential toBillGO’slong-term success becauseretainingand growing existing customers is as critical asacquiringnew ones. Byprovidingclear insights into customer behavior and lifecycle performance, this role enables the organization to improve engagement, reduce churn, and maximize lifetime value.

Without this role, opportunities to deepen customer relationships andoptimizethe experience may go unnoticed. With it,BillGOcan make smarter, more targeted decisions that strengthen retention, improve satisfaction, and drive sustainable growth.

• Analyze the end-to-end customer lifecycle (from onboarding toactivation to engagement toretention).
• Identify key drivers of activation, adoption, and churn.
• Monitor customer behavior and usage patterns across the platform.

• Deliver insights to improve customer retention,utilization, and frequency of use.
• Partner with product and customer teams toidentifyfriction points and opportunities in the user experience.
• Support strategies to increase customer lifetime value (LTV).

• Develop andmaintaincustomer segmentation frameworks (behavioral, cohort-based, value-based).
• Identify high-value and at-risk customer segments and recommend targeted actions.
• Conduct cohort and longitudinal analyses to understand customer trends over time.

• Build andmaintaindashboards and reporting frameworks across the customer management value chain.
• Ensure stakeholders have clear visibility into key metrics (activation rates, retention, engagement, churn).
• Standardize definitions and metrics across teams.

• Partner with product, customer success, and growth teams toalign onKPIs and priorities.
• Work with data engineering to ensure accurate tracking and data availability.
• Communicate insights and recommendations clearly to both technical and business audiences.

• Strong analytical and problem-solving skills
• 5+ years of experience in data analytics, preferably in product, customer, or lifecycle analytics
• Strongproficiencywithdata analysis toolsand experience working with large datasets
• Strong understanding of customer lifecycle metrics (activation, retention, churn, engagement)
• Experience with cohort analysis and segmentation
• Ability toleverageAI tools (e.g., Claude, ChatGPT) as a force multiplier to improve speed, quality, and impact of work.

• Experience in fintech, payments, banking, or lending
• Experience with customerexperiencemapping
• Experience with process engineering frameworks (LEAN, Six Sigma, etc.)