Customer Excellence Senior Insights Analyst

What You'll Do

As a CX Senior Insights Analyst, you will provide insights on case and escalation data using AI, CRM data, and root cause analysis. You will engage with teams to share insights and identify improvement opportunities. This is a hybrid role based in our Durham office.

• Analyze customer cases and escalations to identify cause and prevention opportunities.
• Conduct discovery sessions with internal partners and stakeholders to understand business context.
• Consolidate themes across cases, escalations, and operational data.
• Summarize data into strategic insights that guide decisions.
• Develop scalable processes to identify and report Build scalable reporting in PowerBI. #LI-Hybrid

What You'll Need to be Successful

• You can identify themes in quantitative and qualitative data, provide applicable recommendations, and tie recommendations to forecasted outcomes.
• You have influenced customer experience improvements.
• Have worked collaboratively across departments.
• Breakdown a complex problem in consumable way.
• You have communicated findings and recommendations to diverse audiences including peers, partners, and leadership.

How We'll Take Care of You

Total Rewards

In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.

Health & Wellness
Benefits vary by location but generally include private medical, life, and disability insurance.

Inclusive culture and diversity
Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

Flexible hybrid working
We support hybrid work and flexible schedules for our employees.

Learn more about our benefits by region here: https://careers.avalara.com/

About Avalara

We're Avalara. We're defining the relationship between tax and tech.

We've already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year.

Last year, we became a billion-dollar business , and our tribe expanded by a cool thousand people - there's nearly 5,000 of us now. Our growth is real, and we're not slowing down - not until we've achieved our mission - to be part of every transaction in the world.

We're bright, innovative and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we've designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.

We've been different from day one. Join us, and your career will be too.

EEO Statement

We're an Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company - we don't want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.