CX Operations - Insights Lead

The CX Operations Insights Lead at Braze is a pivotal role within the Customer Success organization, focusing on analyzing and interpreting customer data to enhance engagement and retention strategies. Braze is a leading customer engagement platform that empowers brands to build meaningful connections with their customers.

In this role, the individual will conduct thorough analyses of customer success metrics, such as churn rates and satisfaction scores, to monitor performance and identify trends. They will develop and maintain reporting packages and dashboards, providing actionable insights to executive leadership. Collaboration with cross-functional teams, including Sales and Product, is essential to ensure alignment on customer success initiatives.

The ideal candidate will have over four years of experience in business intelligence or data analysis, preferably within a SaaS or Customer Success environment. Proficiency in SQL, Microsoft Excel, and data visualization tools like Looker or Tableau is required. A strong understanding of customer success metrics and the ability to translate complex data into actionable insights are crucial.

Braze offers a competitive compensation package, including equity grants of restricted stock units (RSUs). Comprehensive benefits cover medical, dental, vision, life, and disability insurance. Additional perks include flexible paid time off, retirement plans, and professional development opportunities supported by formal career pathing and learning platforms.

Braze fosters a collaborative and transparent culture, recognized as a Great Place to Work®. The company emphasizes work-life harmony and offers opportunities for community engagement, including an annual company-wide Volunteer Week. Employee Resource Groups provide supportive communities within the organization, promoting diversity and inclusion.