Lead/Principal Business Analyst (Customer Analytics)

Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and ~22,000 customers worldwide, including 53% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.

The DNA of Cvent is our people, and our culture has an emphasis on fostering intrapreneurship – a system that encourages Cventers to think and act like individual entrepreneurs and empowers them to take action, embrace risk, and make decisions as if they had founded the company themselves. At Cvent, we value the diverse perspectives that each individual brings. Whether working with a team of colleagues or with clients, we ensure that we foster a culture that celebrates differences and builds on shared connections.

About the Role

Business Analyst

customer engagement, retention, and revenue impact

Center of Excellence

Key Responsibilities:

Strategic Business Analysis

• Translate customer-facing business objectives (revenue growth, retention, pipeline acceleration, engagement) into clear analytics requirements and success metrics.
• Develop business cases, feasibility studies, and cost-benefit analyses to prioritize high-value analytics projects.
• Drive standardization of analytics workflows, enabling scalable, repeatable data products.

Project Leadership & Execution

• Manage the analytics intake process for customer initiatives—assessing requests, aligning priorities, and setting expectations.
• Lead cross-functional projects end-to-end, ensuring timely execution and measurable value realization.
• Partner with Sales, Marketing, Customer Success, and Product to validate requirements, refine deliverables, and track outcomes.
• Proactively identify risks, manage dependencies, and ensure initiatives stay on track.

Executive Engagement & Communication

• Act as a trusted advisor to senior leaders, providing insights and recommendations that directly influence customer and revenue strategies.
• Deliver executive-ready reports, dashboards, and presentations that clearly communicate impact.
• Facilitate workshops and alignment sessions to drive consensus on customer and revenue objectives.

Technical & Data Orientation

• Bridge business needs with technical delivery by understanding customer data ecosystems, CRM/reporting platforms, and analytics workflows.
• Collaborate with data engineers, analysts, and business owners to ensure scalable, high-quality solutions.
• Stay current on trends in customer analytics, revenue intelligence, and applied AI/ML to identify innovative opportunities.

Core Business Analysis Accountabilities

• Document business/functional requirements, user stories, and workflows for analytics solutions.
• Perform gap analysis, root cause analysis, and process improvements to optimize delivery.
• Support UAT, validation, and adoption of customer analytics solutions.
• Maintain documentation, version control, and knowledge-sharing best practices.
• Lead change management initiatives to drive adoption of analytics tools and insights.

Qualifications:

• Bachelor’s degree in business, Analytics, Computer Science, Engineering, Economics, or related field (Master’s preferred).
• 10+ years of experience in business analysis, consulting, or program management within data, AI, or analytics functions.
• Proven record managing high-visibility, cross-functional initiatives with measurable business or revenue impact.
• Strong executive presence with excellent communication, presentation, and storytelling skills.
• Ability to engage and influence stakeholders across Sales, Marketing, Customer Success, Product, and Analytics.
• Deep understanding of data management, customer data, CRM systems, analytics platforms, and AI/ML technologies.
• Proficiency in JIRA, Confluence, MS Project, PowerPoint, Power BI/Tableau/Sigma, Salesforce, and SQL basics; experience with cloud data platforms (Snowflake, Databricks, AWS/Azure/GCP) a plus.
• Experience in governance, compliance, and responsible AI practices preferred.
• Strong problem-solving, prioritization, and ambiguity management skills.
• Certifications in Agile, PMP, or Business Analysis (CBAP, PMI-PBA) a plus.