Customer Intelligence Analyst

Customer Intelligence Analyst
Remote | Client Services | Full-Time

WHO WE ARE

Headquartered in Nashville, Tenn., Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a six-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of "Best Places to Work" awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.

At Ncontracts, you'll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We're seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.

THE ROLE

We are seeking a dynamic and experienced Customer Intelligence Analyst to join our team. The ideal candidate will play a crucial role in driving strategic initiatives, managing specialized projects, and enhancing the operational excellence of our Client Services team. This position requires a proactive leader with a strong background in data analysis, excellent communication skills, and a passion for delivering high-quality results. This position will also assist in the optimization of software tools, with a primary emphasis on Salesforce reporting, dashboards, and analysis. 

YOU WILL

• Utilize the latest tools and technologies, including AI and automation, to enhance customer operations and increase efficiency. 

• Through data analysis, identify opportunities to support the Client Services team in achieving operational excellence by identifying process improvements, implementing best practices, and developing training to ensure the effective use of software tools. 

• Analyze customer feedback and behavior patterns to understand drivers of customer satisfaction, customer loyalty, churn, expansion opportunities, and retention.

• Support fellow Ops team members in strategic projects such as managing product releases, coordinating with cross-functional teams to ensure internal enablement, effective and intentional customer communication, and training. 

• Collaborate with cross-functional teams to define project objectives, deliverables, and timelines. Monitor project progress, identify potential issues, and implement corrective actions as needed by facilitating regular project status meetings and cascading updates to stakeholders. 

• Create comprehensive reports summarizing data, findings and actionable recommendations to drive business decisions. Build and maintain dashboards in Salesforce and PowerBI and/or similar tools to monitor key metrics for stakeholders.

YOU BRING

• Minimum of 5 years of experience in data analytics, preferably in the software or financial services industry. 

• Proven track record of successfully managing complex projects and product launches. 

• Strong leadership, organizational, and problem-solving skills. 

• Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams. 

• Proficiency in project management tools and software including, but not limited to, Salesforce, ChurnZero, Pendo, and PowerBI 

BONUS POINTS

• Familiarity with SaaS business models and the technology landscape. 

• Proficiency with project management tools and methodologies (e.g., Agile, Scrum). 

• Experience in customer experience or product development initiatives is a plus. 

WE OFFER

• A fun, fast-paced work environment
• Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
• 11 paid holidays
• Community and social events to keep you connected and engaged
• Mental Health Benefits
• Medical, Dental and Vision insurance
• Company-paid Group Life Insurance, Short- and Long-Term Disability
• Flexible Spending Account & Health Savings Account
• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
• Pet Insurance
• 401 (k) with company match with eligibility on Day 1 of employment
• 2 Paid Volunteer Time Off Days
• And much more!
   

Compensation Information

Pursuant to state and local law disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience and location is $70,000 to $100,000 per year. This position may be eligible for an annual discretionary incentive award. The incentive award amount is dependent upon company performance and your personal performance and is not guaranteed.

AAP/EEO Statement

Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.