Customer Experience Analyst

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An overview of this team

The Customer Experience Strategy and Operations (CX) team at GitLab is focused on improving customer experiences across the end-to-end customer journey. As a Customer Experience Analyst at GitLab, you will be part of a global customer experience practice dedicated to listening and learning from our customers, harnessing the power of customer insights to drive and influence business improvements and bolster customer-centric decision-making across the business. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience. Leveraging your strong background in CX/VoC and expertise in data analysis and storytelling, your passion for customer centricity, you will help shape the future of our customer experience program and contribute to the growth and success of our organization.

What you'll do:

• Manage end-to-end analytics, reporting, and partnerships across multiple customer touchpoints including purchase and delivery journeys.
• Synthesize and analyze customer feedback from multiple sources (e.g., surveys, digital analytics, social media) and channels (e.g., direct to consumer, supply chain) to identify trends, pain points, and areas of improvement.
• Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities.
• Champion the voice of customers by sharing insights widely and collaborating with relevant business partners to foster customer-centric decision-making.
• Develop and maintain robust reporting and dashboards to track customer experience metrics and KPIs.
• Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers.
• Advocate for customers and influence corrective actions through periodic and ad-hoc reporting, proactively evangelizing insights among key stakeholders.
• Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness.
• Design and implement customer experience improvement initiatives that align with business objectives and priorities.
• Bring insights and recommendations to the forefront of stakeholders and executives’ mindshare via engaging presentations.

What you'll bring:

• 6+ years of experience in data analytics, including experience in customer feedback or survey analysis, statistical analysis, marketing analytics, data science, or related fields
• 3+ years of experience in customer experience or customer insights analytics
• Proficiency in crafting compelling stories using multiple sources of data to provide actionable insights tailored to stakeholders’ needs
• Experience creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences
• Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
• Proven analytical skills working with large datasets and statistical analysis methods. Experience using SQL
• Proficiency in data visualization tools (e.g., Tableau, Power BI)
• Experience with statistical analytics techniques and using R or Python or a similar scripting language/tool for analysis
• Demonstrated experience working collaboratively with cross-functional teams
• Effective data-led storytelling with the experience conveying complex insights to non-technical stakeholders

Preferred Qualifications:

• Degree in Analytics, Marketing, Business, Statistics, Mathematics, Finance, Computer/Data Science, Engineering, Economics, or related field
• Experience working with customer experience platforms (e.g., Gainsight, Qualtrics)
• Background in digital or marketing analytics
• Background in ecommerce and direct to consumer business and analytics
• Familiarity with consumer electronics or retail business
• Knowledge of predictive analytics or ML/AI techniques is a plus
• Survey design and CX program management experience is a plus

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget
• Parental leave
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.