Lead, Customer Data Insights & Analytics

Lead, Customer Data Insights & Analytcs

Location : Bangalore

Your Role

Lead, Customer Data Insights & Analytics

Your Impact

To succeed in this role, you should be passionate about creating frictionless operations to improve the SolarWinds customer experience. You will have the following responsibilities

Customer Insights & Analytics

• Build a

  centralized insights engine

  to translate NPS, CSAT, digital behavior, support interactions, and operational data into actionable CX insights.
• Partner with Data, Salesforce, and Customer Success teams to embed

  predictive models

  that identify churn risk, advocacy, and engagement patterns.
• Design and maintain

  CX dashboards and reporting tools

  that surface trends, friction points, and improvement opportunities across the journey.

Process & Experience Optimization

• Identify and resolve

  customer journey pain points

  by leveraging automation, AI, and workflow enhancements.
• Lead cross-functional initiatives that optimize tools, systems, and processes used by Support, Success, Academy, and Product teams.
• Establish and document

  scalable workflows

  , survey cadences, and insight-to-action loops.

CX Technology & Innovation

• Evaluate and implement new technologies (AI, automation platforms, feedback tools) to improve listening and response across channels.
• Collaborate with engineering and IT teams to improve data architecture and feedback flow integration (Salesforce, Gainsight, Qualtrics, etc.).

Strategic Enablement

• Deliver insight-driven recommendations to senior leadership and stakeholders, informing product, GTM, and service strategy.
• Shape quarterly CX business reviews and customer storytelling backed by data.
• Serve as a champion of

  CX operational excellence and continuous improvement

  .

Your Experience

• 5+ years of experience in customer experience, business operations, or data strategy roles, ideally in a B2B SaaS or tech company.
• Proven track record in turning

  data into strategic insights

  , especially with NPS, CSAT, churn, and engagement metrics.
• Strong experience with

  Salesforce

  , BI tools (Power BI, Tableau, Domo, Looker), and customer feedback platforms (e.g., Qualtrics, Medallia).
• Working knowledge of

  AI and automation concepts

  in CX, such as sentiment analysis, predictive scoring, or journey analytics.
• Strong project management and cross-functional collaboration skills.
• Bachelor’s degree in Business, Analytics, Engineering, or related field (MBA preferred).
• Excellent communication and stakeholder engagement skills in a global matrixed environment.