PowerToFly
About the Role
Contentful is seeking a
Senior Customer Insights Analyst
to join our
Customer Insights & Adoption team . In this role, you will serve as a
strategic analytics partner
— transforming data into actionable insights that enhance customer satisfaction, retention, and growth.
You will play a key role in helping CX leadership and cross-functional partners understand how customer interactions, support requests, and engagement behaviors drive business outcomes. Through data, you’ll uncover opportunities to improve efficiency, elevate customer journeys, and strengthen Contentful’s commitment to customer success.
Sitting within the CX organization, you’ll collaborate closely with
Customer Success, Customer Support, Professional Services,
and
Learning Services.
You’ll also work with
Product, Marketing,
and
Sales , as well as our
central Data team . You’ll build reports, dashboards, and models that bring the voice of the customer and our partners to life. You’ll leverage Contentful’s
Insight360 platform
to interrogate data, experiment, and deliver insights that drive meaningful action across the company.
If you’re passionate about using analytics and quantitative data to shape the customer experience and influence business strategy, this role offers the opportunity to make a direct impact on retention, growth, and customer happiness.
What You’ll Do
Work across CX teams to
analyze key customer experience metrics , such as NPS, CSAT, retention, churn, engagement, and expansion trends.
Deliver
deep-dive analyses and actionable insights
that inform tactical improvements and long-term CX strategies.
Build, maintain, and enhance dashboards and reports
using Insight360 and BI tools to track health scores, adoption, and customer sentiment.
Collaborate cross-functionally
with Product, Sales, and Marketing to create a holistic understanding of the end-to-end customer journey.
Translate complex datasets into
clear narratives and recommendations , helping leaders make data-informed decisions that improve retention and customer value.
Act as
Data Steward
for the CX organization to help drive data capture improvements, define key metrics and attributes, as well as ensure strong data hygiene for CX owned data.
Partner with the
central Data team
to define customer data requirements, ensure data accuracy, and influence the roadmap for CX data enablement.
Conduct
cohort analyses, segmentation studies, and trend modeling
to identify opportunities for revenue growth, expansion, and customer advocacy.
Support the CX organization with
forecasting, planning, and operational reporting
that aligns with business objectives.
Act as a
data-driven thought leader , promoting customer insight as a core capability within the CX team and the wider organization.
Drive adoption of CX analytics tools and processes to
enable self-service and increase data fluency
across customer-facing teams.
What Success Looks Like
Customer Experience teams make
faster, smarter decisions
based on accurate, timely insights.
Contentful maintains a
360° view of the customer , integrating data across support, success, product usage, and engagement touchpoints.
Insight360 dashboards are the
trusted source of truth
for customer health, retention, and satisfaction metrics.
Proactive analysis leads to measurable improvements in
retention, expansion, and customer advocacy .
The CX organization is recognized as a
strategic, data-informed partner
to the business.
What You’ll Need Required:
10+ years of experience
in Customer Experience, Customer Success, or Product/Business Analytics.
Proven ability to
analyze complex customer data
and translate it into actionable business recommendations.
Strong understanding of
customer lifecycle metrics , including NPS, CSAT, churn, retention, expansion, and health scoring.
Advanced skills in
SQL and BI tools
(e.g. Tableau, Looker, Power BI, or similar).
Experience with
customer data sources
(e.g. Gainsight, Salesforce, Zendesk, or similar platforms).
Ability to collaborate effectively with both technical (Data, Engineering) and business (CX, Sales, Product) stakeholders.
Exceptional
storytelling and communication skills , with the ability to influence leadership using data.
Preferred:
Experience in
SaaS businesses
with a focus on customer retention and growth.
Familiarity with
modern data stacks
(e.g. Snowflake).
Background in
predictive analytics, segmentation, or customer journey analysis.
Understanding of
data governance, enablement, and CX data integration best practices.
What’s in it for You
Join an ambitious tech company reshaping the way people build digital experiences
Full-time employees receive Stock Options for the opportunity to share in the success of our company
Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.
Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
We value
Work-Life balance and You Time !A generous amount of paid time off, including vacation days, sick days, compassion days for loss, education days, and volunteer days
Company paid parental leave to care for your growing family
Use your personal annual education budget to improve your skills and grow in your career
Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
An annual wellbeing stipend to care for your physical, financial, or emotional health
A monthly communication stipend and phone hardware upgrade reimbursement.
New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.
Ready to Turn Customer Insight into Action? Join Contentful and help shape the future of customer experience through data. Together, we’ll transform insight into action and create exceptional outcomes for our customers.
This role must be conducted in a state in which we are currently registered to do business.
Salary Statement: The salary range displayed applies to potential hires who will work or reside in the San Francisco Bay Area if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications (e.g., JD/technology), for example.
Salary Range: 157,000 - 213,000
[This position is eligible for equity awards in accordance with the terms of Contentful’s variable compensation plans.]
Who are we? Contentful is a leading
digital experience platform
that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native
AI
capabilities, Contentful enables dynamic personalization, automated content delivery, and real-time experimentation, powering next-generation digital experiences across brands, regions, and channels for more than 4,200 organizations worldwide. More than
700 people
from more than
70 nations
contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide.
Everyone is welcome here! “Everyone is welcome here”
is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences, and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us!
If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.
Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information, such as bank account numbers, identification numbers, etc, through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reach out to us at security-esk@contentful.com with any information you may have.
By clicking “Apply for this job,” I acknowledge that I have read the “Contentful’s Candidate Privacy Notice” and hereby consent to the collection, processing, use, and storage of my personal information as described therein.
#J-18808-Ljbffr
Senior Customer Insights Analyst
to join our
Customer Insights & Adoption team . In this role, you will serve as a
strategic analytics partner
— transforming data into actionable insights that enhance customer satisfaction, retention, and growth.
You will play a key role in helping CX leadership and cross-functional partners understand how customer interactions, support requests, and engagement behaviors drive business outcomes. Through data, you’ll uncover opportunities to improve efficiency, elevate customer journeys, and strengthen Contentful’s commitment to customer success.
Sitting within the CX organization, you’ll collaborate closely with
Customer Success, Customer Support, Professional Services,
and
Learning Services.
You’ll also work with
Product, Marketing,
and
Sales , as well as our
central Data team . You’ll build reports, dashboards, and models that bring the voice of the customer and our partners to life. You’ll leverage Contentful’s
Insight360 platform
to interrogate data, experiment, and deliver insights that drive meaningful action across the company.
If you’re passionate about using analytics and quantitative data to shape the customer experience and influence business strategy, this role offers the opportunity to make a direct impact on retention, growth, and customer happiness.
What You’ll Do
Work across CX teams to
analyze key customer experience metrics , such as NPS, CSAT, retention, churn, engagement, and expansion trends.
Deliver
deep-dive analyses and actionable insights
that inform tactical improvements and long-term CX strategies.
Build, maintain, and enhance dashboards and reports
using Insight360 and BI tools to track health scores, adoption, and customer sentiment.
Collaborate cross-functionally
with Product, Sales, and Marketing to create a holistic understanding of the end-to-end customer journey.
Translate complex datasets into
clear narratives and recommendations , helping leaders make data-informed decisions that improve retention and customer value.
Act as
Data Steward
for the CX organization to help drive data capture improvements, define key metrics and attributes, as well as ensure strong data hygiene for CX owned data.
Partner with the
central Data team
to define customer data requirements, ensure data accuracy, and influence the roadmap for CX data enablement.
Conduct
cohort analyses, segmentation studies, and trend modeling
to identify opportunities for revenue growth, expansion, and customer advocacy.
Support the CX organization with
forecasting, planning, and operational reporting
that aligns with business objectives.
Act as a
data-driven thought leader , promoting customer insight as a core capability within the CX team and the wider organization.
Drive adoption of CX analytics tools and processes to
enable self-service and increase data fluency
across customer-facing teams.
What Success Looks Like
Customer Experience teams make
faster, smarter decisions
based on accurate, timely insights.
Contentful maintains a
360° view of the customer , integrating data across support, success, product usage, and engagement touchpoints.
Insight360 dashboards are the
trusted source of truth
for customer health, retention, and satisfaction metrics.
Proactive analysis leads to measurable improvements in
retention, expansion, and customer advocacy .
The CX organization is recognized as a
strategic, data-informed partner
to the business.
What You’ll Need Required:
10+ years of experience
in Customer Experience, Customer Success, or Product/Business Analytics.
Proven ability to
analyze complex customer data
and translate it into actionable business recommendations.
Strong understanding of
customer lifecycle metrics , including NPS, CSAT, churn, retention, expansion, and health scoring.
Advanced skills in
SQL and BI tools
(e.g. Tableau, Looker, Power BI, or similar).
Experience with
customer data sources
(e.g. Gainsight, Salesforce, Zendesk, or similar platforms).
Ability to collaborate effectively with both technical (Data, Engineering) and business (CX, Sales, Product) stakeholders.
Exceptional
storytelling and communication skills , with the ability to influence leadership using data.
Preferred:
Experience in
SaaS businesses
with a focus on customer retention and growth.
Familiarity with
modern data stacks
(e.g. Snowflake).
Background in
predictive analytics, segmentation, or customer journey analysis.
Understanding of
data governance, enablement, and CX data integration best practices.
What’s in it for You
Join an ambitious tech company reshaping the way people build digital experiences
Full-time employees receive Stock Options for the opportunity to share in the success of our company
Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.
Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
We value
Work-Life balance and You Time !A generous amount of paid time off, including vacation days, sick days, compassion days for loss, education days, and volunteer days
Company paid parental leave to care for your growing family
Use your personal annual education budget to improve your skills and grow in your career
Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
An annual wellbeing stipend to care for your physical, financial, or emotional health
A monthly communication stipend and phone hardware upgrade reimbursement.
New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.
Ready to Turn Customer Insight into Action? Join Contentful and help shape the future of customer experience through data. Together, we’ll transform insight into action and create exceptional outcomes for our customers.
This role must be conducted in a state in which we are currently registered to do business.
Salary Statement: The salary range displayed applies to potential hires who will work or reside in the San Francisco Bay Area if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications (e.g., JD/technology), for example.
Salary Range: 157,000 - 213,000
[This position is eligible for equity awards in accordance with the terms of Contentful’s variable compensation plans.]
Who are we? Contentful is a leading
digital experience platform
that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native
AI
capabilities, Contentful enables dynamic personalization, automated content delivery, and real-time experimentation, powering next-generation digital experiences across brands, regions, and channels for more than 4,200 organizations worldwide. More than
700 people
from more than
70 nations
contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide.
Everyone is welcome here! “Everyone is welcome here”
is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences, and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us!
If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.
Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information, such as bank account numbers, identification numbers, etc, through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reach out to us at security-esk@contentful.com with any information you may have.
By clicking “Apply for this job,” I acknowledge that I have read the “Contentful’s Candidate Privacy Notice” and hereby consent to the collection, processing, use, and storage of my personal information as described therein.
#J-18808-Ljbffr