Senior Customer Experience Analyst

At HubSpot, our customers are at the core of everything we do. The feedback they provide is critical in shaping our products and services. As our products continue to evolve, we have a tremendous opportunity to understand our customers’ needs and amplify their feedback trends more than ever before. 

As a Senior Customer Experience Analyst, you provide a key quantitative lens to a global team of customer advocates known as our Customer Experience Management (CXM) team. From its seat in Central Strategy, CXM drives customer-obsession at scale by inspiring teams in Product, Marketing, Sales, and Success to take action on and optimize the customer experience. 

HubSpot teams draw on multiple sources of data (user event data, NPS, Community Forum, internal frontline feedback mechanisms) to discover what is going well for our customers, where we can improve, and what to build next.  CX Analysts -- individuals with high data literacy, intellectual curiosity, and strong communication skills -- are at the center of these analyses and decisions.

In the Senior CX Analyst role, you will help create better experiences by ensuring customers’ voices are heard and shared. Your work will include driving the democratization of our key feedback sources across the organization, shortening the insight to action lag and driving customer-first decision making.

General responsibilities:

• Look across various experience health signals to uncover issues or opportunities to improve our customers’ experience
• Drive decision-making throughout the company by sharing actionable data and digestible feedback via high-visibility channels
• Partner across product, services, support, and business enablement teams to develop programs that bring critical customer insights to the forefront
• Facilitate consumption of pertinent customer feedback across key points of the customer journey
• Influence leadership to prioritize initiatives to improve the customer experience
• Engage with customers directly to infuse strategic, open-ended research with quantitative insights
• Engage with the Product team directly to track progress against experience friction points and improve understanding

Examples of common projects:

• Design and execute feedback trend communication to Product organization via monthly summaries and asynchronous dashboarding
• Partner with Machine Learning team at HubSpot to modernize topic identification across structured and unstructured data
• Design and own system for topic fluctuation monitoring and reporting
• Partner with CX Program Managers to create programming that drives customer-obsession and puts customer feedback at the heart of long-term organizational planning

Minimum Qualifications:

• Demonstrated passion for delighting customers and driving their growth through qualitative and quantitative insights
• Excellent communication, storytelling, and collaboration skills
• Professional experience with a heavy quantitative, analytical focus
• Practical experience in a business environment influencing decision-making with data
• Knowledge of analytical development tools such as Amplitude, Looker, Git, and dbt
• Ability to write performant, complex SQL queries combining multiple sources of data 
• Experience working with large datasets; particularly data mining, manipulation, and exploration
• Confidence using a variety of analytical  and statistical techniques

Above and Beyond Qualifications:

• Comfortability with data analytics and statistical tools such as R or Python 
• Experience with CX measurement methodologies and tools used for surveying, analyzing, and modeling customer feedback and data 
• Experience analyzing free text datasets
• Experience conducting customer interviews or facilitating customer panels
• Experience working at, or a strong understanding of, a SaaS business.

We are looking for people who:

• Embody HubSpot’s HEART values, will add to our company culture & be a role model in putting the customer first.
• Are motivated self-starters who can align their work with the needs of the business.
• Are driven by curiosity and an affinity for problem solving and are always looking for ways to add new value. 
• Adapt quickly to changing priorities and manage time, multiple tasks, and deadlines effectively.
• Consistently deliver on performance expectations in their current role.

Cash compensation range: 118500-189600 USD Annually

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy.

The cash compensation above includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

We know that benefits are also an important piece of your total compensation package. To learn more about what’s included in total compensation, check out some of the benefits and perks HubSpot offers to help employees grow better.

At HubSpot, fair compensation practices isn’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you need accommodations or assistance due to a disability, please reach out to us using this form. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee, or work from the Office, we want you to start your journey here by building strong connections with your team and peers. 

If you are joining our Engineering team in a full-time role, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events such as HubSpot’s annual PEER week, your Product Group Summit, and other in-person gatherings to continue building on those connections.

If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements.

Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here.

India Applicants: link to HubSpot India's equal opportunity policy here.

About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. We’re also building a company culture that empowers people to do their best work. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 5M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022 and has been recognized for its award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.

Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees across the globe work remotely and in HubSpot offices. Visit our careers website to learn more about the culture and opportunities at HubSpot. 

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