Sr Analyst, Customer Intelligence

What You'll Do

Role Summary – Why This Role Exists

Avalara 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.

The 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.

This role directly enables measurable improvement in GRR, CPO, CSAT, CES, CPC, TTR, case deflection, renewal risk detection, expansion identification, and churn probability modeling.

Business:
Establishes a governed, enterprise‑standard intelligence system that improves retention, reduces cost‑to‑serve, and strengthens roadmap and operational decisions.

Customer:
Enables earlier detection of lifecycle friction and renewal risk, allowing proactive intervention before issues escalates.

Organization:
Raises analytical rigor and AI capability by standardizing scoring frameworks and embedding decision‑grade intelligence into enterprise workflows.

#LI-Remote

• Ensure CX360 delivers accurate, trusted, decision‑ready customer intelligence across Product, CX, Operations, and executive leadership, with clear ownership of scoring integrity.
• Define and govern scoring frameworks, lifecycle metrics, friction models, and prioritization thresholds to ensure consistency, transparency, and business relevance.
• Collaborate with Data Science, Architecture, Engineering, and Product to validate data integrity and strengthen insights through predictive modeling and sentiment analysis.
• Build and evolve customer intelligence analytics including segmentation, cohort analysis, and driver attribution tied directly to retention and efficiency outcomes.
• Quantify the financial and operational impact of customer friction using revenue and cost modeling to establish measurable prioritization standards.
• Translate complex analytics into structured, prioritized recommendations that influence retention strategy, roadmap investment, and operational optimization.
• Apply AI techniques – including NLP, LLM integrations, and predictive models – to automate feedback classification, improve signal detection, and reduce time‑to‑insight.
• Maintain governed analytics environments across Qualtrics, Snowflake, Power BI, Tableau, and related systems to ensure secure, scalable enterprise intelligence.

Outcome: CX360 operates as Avalara’s trusted enterprise intelligence engine, informing measurable improvements in retention, efficiency, and customer experience.

Within 12 months, this role will:

• Establish CX360 as the enterprise‑standard source of customer health and renewal risk intelligence.
• Standardize scoring and prioritization frameworks to eliminate metric drift and fragmented reporting.
• Deploy at least one productionized predictive model influencing planning or roadmap decisions.
• Demonstrate measurable movement in retention, efficiency, or cost‑to‑serve tied to validated friction interventions.
• Reduce manual analysis and reporting redundancy through AI‑enabled automation.
• Increase executive confidence in customer metrics through documented governance and scoring transparency.

We 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.

• Set and enforce high standards for analytical rigor, scoring integrity, and metric governance.
• Challenge assumptions that weaken decision quality or dilute customer impact.
• Improve how teams apply customer intelligence in strategic decisions.
• Leave intelligence systems and frameworks stronger than you found them.

We are hiring an AI Bar Raiser - someone who brings AI expertise that…