Senior Business Analyst, Voice of Customer Insights

Company

hirify.global provides a cloud commerce platform that helps retail, hospitality, and golf businesses manage online and physical operations, multichannel sales, payments, financial solutions, and supplier networks.

What you will do

• Own the strategy and implementation of the customer health score program, including scoring components, segmentation, thresholds, and action playbooks.
• Lead health score configuration and data model work in ChurnZero with cross-functional stakeholders.
• Build documentation, training, dashboards, and operating rhythms that drive adoption across GTM, CX Operations, and leadership.
• Validate health scores and sentiment signals against renewals, churn, expansion, NPS movement, and customer lifetime value.
• Translate customer health patterns into recommendations and lead impact analyses of adoption, retention, and growth initiatives.
• Support QBRs, executive readouts, and rapid deep dives into cohorts, segments, and risk patterns.

Requirements

• 5+ years of experience in Business Intelligence, CX Strategy, or CX Operations within a high-growth SaaS environment.
• Direct experience designing or owning a customer health score program, including input selection, weighting, validation, and rollout.
• Extensive experience with ChurnZero or an equivalent customer success platform.
• High proficiency in SQL and data visualization tools such as Tableau, Looker, or Sigma.
• Ability to turn complex data into clear executive-level narratives and measurable business recommendations.
• Experience enabling cross-functional teams through documentation, training, operating rhythms, and data-driven problem solving.

Culture & Benefits

• Flexible work environment with remote work policies and flexible paid time off.
• Equity options and pension plan contributions.
• Training opportunities, continuous learning, and global mobility.
• Health and wellness credit, enhanced parental leave, and volunteer time off.
• Employee-led interest groups, social committees, sponsored sports teams, and a computer purchase program.
• Inclusive and diverse workplace with accommodations available during the selection process.