The customer experience analyst is a new role at InterSystems, central to accelerating the Cloud Services team’s efforts and improving our impact and ability to respond to customer needs as we launch new cloud services. The successful candidate will be very clear-minded, collaborative, data driven, and outcome focused. You’ll help us understand customer needs, wants, and expectations using data and analytics, and collaborate with product, development, UX, delivery, and support teams to provide an exceptional user experience across our products and services in the cloud.

You will drive or contribute to cloud service efforts including:

• Digital Experience Analytics - collect, analyze and summarize cloud service customer and product data collected through tools such as user forums, telemetry, download and usage analytics, evaluation and win/loss data, license and sales data, support inquiry analysis, and other systems used in the organization to identify gaps and opportunities for improvement.
• Third-party product/service coordination - work with customer operations, customer support, sales, and product managers to streamline the use of third party products or services that we leverage across our cloud offerings.

This role requires a process orientation and attention to detail as well as a strategic mindset. You will:

• Build & Iterate: Design new processes and tools and drive their implementation across the organization. Collaborate with stakeholders to improve the overall experience for new and existing customers.
• Analyze & Experiment: Use quantitative experimentation to derive result-oriented actions for user acquisition, retention, experience, and performance.
• Plan & Strategize: Problem solve some of our most pressing strategic challenges around customer adoption of our cloud services.
• Work cross-functionally: Partner with product teams to collect, analyze, and share customer feedback to improve their experience using our cloud services. Build, maintain, and regularly communicate detailed reporting for other leaders across the company who will use your team’s data to inform their own operations and strategy.

Who You Are

• You are an analytical thinker who uses data to drive insights and decision-making
• You have a high level of self drive, high energy, love to work hands-on and get things done.
• You can manage projects autonomously from kick off and execution to delivery.
• You are a great communicator with strong stakeholder management skills and can bring clarity to the projects you take on.
• You have a solid understanding of statistics and probability concepts

Candidates should have the following qualifications:

• 3+ years of industry experience analyzing and using data to drive insights and decision-making
• An undergraduate from a top university in a quantitative or analytics heavy field (e.g., Engineering, Computer Science, Statistics, or Economics) and/or a graduate degree from a top university in Engineering, Economics, or Business.
• Experience and understanding of SaaS business models and related KPIs.
• Experience with digital insight analytical tools (Heap, Google Analytics, etc.)
• Experience with visualization and dashboard tools (Tableau, Looker, Power BI, etc.)
• Experience with AWS, Azure, or GCP
• Data modeling experience (DBT, Transform, etc.)
• Experience with data science concepts and processes
• Knowledge of a general-purpose programming language (Python, R, etc.)
• Experience leading and influencing without authority.
• An entrepreneurial mindset that balances creative problem solving with the desire to run through walls to deliver outcomes.
• Analytical, planning, and process building capability.

We are an equal-opportunity employer and do not discriminate because of race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category. InterSystems is an E-Verify Employer in the United States.