Senior Customer Analytics Specialist

About the role

At SolarWinds, we're a people-first company. Our purpose is to enrich the lives of the people we serve - including our employees, customers, shareholders, partners, and communities. We help customers accelerate business transformation with simple, powerful, and secure solutions. We are looking for individuals who thrive in an innovative, fast-paced environment and bring a collaborative, accountable, ready, and empathetic mindset to their work. Solarians believe we can accomplish more together. We hire based on attitude, competency, and commitment, and we are looking for team members who are ready to grow with the business, solve meaningful problems, and help advance our world-class solutions. Your Role As the Senior Customer Insights Analyst , you will play a hands-on individual contributor role in helping SolarWinds better understand customer sentiment, behavior, friction points, and opportunities for improvement. You will focus on building dashboards, reporting, visualizations, and analytical outputs that turn customer feedback and operational data into clear, actionable insights. This role will work across Voice of Customer programs, survey data, support interactions, customer journey signals, digital behavior, and other structured and unstructured data sources. The ideal candidate is highly analytical, curious, and comfortable working with large datasets. They should have experience using business intelligence tools, survey platforms such as Qualtrics, and modern data techniques including natural language processing, API-based data extraction, and AI-assisted analysis. Interest or experience in Agentic AI, automation, and using AI to analyze large volumes of customer data is highly valuable. This role is ideal for someone who enjoys hands-on analysis, data storytelling, dashboard development, and finding practical ways to make customer insights easier to understand, access, and act on.

Responsibilities

• In this role, you will turn customer data into clear, actionable insights that help teams improve the customer experience. You will:
• Build dashboards, reports, and visualizations that highlight customer trends, journey pain points, and business opportunities.
• Analyze NPS, CSAT, survey responses, support interactions, product usage, digital behavior, and other customer signals.
• Use Qualtrics or similar survey tools to support Voice of Customer reporting and feedback analysis.
• Explore SQL, Python, APIs, NLP, and AI-assisted methods to work with large structured and unstructured datasets.
• Apply Agentic AI and automation opportunities to improve insight generation, reporting, and customer feedback analysis.
• Partner with CX, Product, Support, Customer Success, Sales, Marketing, Data, and Operations teams to make insights actionable.
• Your Experience
• 5+ years of experience in customer insights, business analytics, CX analytics, data analytics, business operations, or a related role, preferably in a B2B SaaS or technology environment.
• Bachelor's degree in Business, Analytics, Data Science, Engineering, Computer Science, Statistics, or a related field.
• Strong experience building dashboards, reports, and data visualizations using Tableau, Power BI, Looker, Domo, or similar BI tools.
• Experience analyzing Voice of Customer data, including NPS, CSAT, transactional surveys, support feedback, product feedback, or customer journey data. Hands-on experience with Qualtrics or similar survey platforms is strongly preferred.
• Experience working with large datasets, unstructured text data, and natural language processing techniques such as sentiment analysis, topic modeling, text classification, or summarization.
• Interest or experience in Agentic AI, AI-assisted analytics, automation, LLMs, or using AI to process and interpret large volumes of customer data or Working knowledge of SQL, Python, APIs, or similar technical methods for pulling, joining, transforming, and analyzing data from multiple systems.
• Strong analytical thinking, attention to detail, and ability to identify meaningful patterns across customer and operational data.
• St

Additional Information

At SolarWinds, we're a people-first company. Our purpose is to enrich the lives of the people we serve-including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions. The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We're looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you're looking to build your career with an exceptional team, you've come to the right place. Join SolarWinds and grow with us!

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