Sr Analyst, Customer Intelligence

Role Summary – Why This Role Exists

Avalara is building an AI-first operating model to predict customer needs, reduce friction, and improve gross revenue retention. Fragmented reporting and inconsistent scoring currently limit early detection of renewal risk and high-impact friction. The Senior Analyst, Customer Intelligence owns the analytical foundation behind CX360, Avalara's enterprise customer intelligence system. This role defines and governs scoring frameworks, driver methodologies, predictive indicators, and prioritization models that convert multi-source customer signals into structured, decision-grade insight. This role directly enables measurable improvement in GRR, CPO, CSAT, CES, CPC, TTR, case deflection, renewal risk detection, expansion identification, and churn probability modeling.

How This Role Elevates Avalara Business

Establishes a governed, enterprise-standard intelligence system that improves retention, reduces cost-to-serve, and strengthens roadmap and operational decisions.

Customer

Enables earlier detection of lifecycle friction and renewal risk, allowing proactive intervention before issues escalate.

Organization

Raises analytical rigor and AI capability by standardizing scoring frameworks and embedding decision-grade intelligence into enterprise workflows.

What Your Responsibilities Will Be

• Ensure CX360 delivers accurate, trusted, decision-ready customer intelligence across Product, CX, Operations, and executive leadership, with clear ownership of scoring integrity.
• Define and govern scoring frameworks, lifecycle metrics, friction models, and prioritization thresholds to ensure consistency, transparency, and business relevance.
• Collaborate with Data Science, Architecture, Engineering, and Product to validate data integrity and strengthen insights through predictive modeling and sentiment analysis.
• Build and evolve customer intelligence analytics including segmentation, cohort analysis, and driver attribution tied directly to retention and efficiency outcomes.
• Quantify the financial and operational impact of customer friction using revenue and cost modeling to establish measurable prioritization standards.
• Translate complex analytics into structured, prioritized recommendations that influence retention strategy, roadmap investment, and operational optimization.
• AI techniques — including NLP, LLM integrations, and predictive models — to automate feedback classification, improve signal detection, and reduce time-to-insight.
• Maintain governed analytics environments across Qualtrics, Snowflake, Power BI, Tableau, and related systems to ensure secure, scalable enterprise intelligence.

Outcome

CX360 operates as Avalara's trusted enterprise intelligence engine, informing measurable improvements in retention, efficiency, and customer experience.

12-Month Success Signals

Within 12 months, this role will:

• Establish CX360 as the enterprise-standard source of customer health and renewal risk intelligence.
• Standardize scoring and prioritization frameworks to eliminate metric drift and fragmented reporting.
• Deploy at least one productionized predictive model influencing planning or roadmap decisions.
• Demonstrate measurable movement in retention, efficiency, or cost-to-serve tied to validated friction interventions.
• Reduce manual analysis and reporting redundancy through AI-enabled automation.
• Increase executive confidence in customer metrics through documented governance and scoring transparency.

Bar Raiser Expectations

We are hiring a Bar Raiser - someone who will improve the performance, standards, and capability of the team beyond its current state. This individual is expected to raise the bar through their impact on how the team operates, delivers, and grows. Set and enforce high standards for analytical rigor, scoring integrity, and metric governance. Challenge assumptions that weaken decision quality or dilute customer impact. Improve how teams customer intelligence in strategic decisions. Leave intelligence systems and frameworks stronger than you found them.

AI Bar Raiser Expectations

We are hiring an AI Bar Raiser - someone who brings AI expertise that exceeds the current capability of the team and elevates how AI is applied across the organization. This role is expected to improve how work gets done through meaningful, measurable use of AI. Embed AI into core analytics workflows as production capability, not experimentation. Quantify measurable business impact from AI-enabled intelligence (e.g., improved predictive accuracy, reduced cycle time, increased automation). Identify high-impact AI applications tied to revenue protection, operational efficiency, or customer experience. Partner cross-functionally to deploy AI responsibly and at scale. AI usage must materially improve enterprise performance.

What You'll Need To Be Successful

Qualifications:

• Bachelor's degree in Data Science, Statistics, Mathematics, Computer Science, Economics, Engineering, or related field.
• 6+ years of progressive experience in advanced analytics, customer intelligence, enterprise BI, or CX measurement roles within SaaS or complex customer environments.
• Demonstrated experience designing and governing scoring frameworks, driver analysis models, or prioritization methodologies tied to measurable revenue and retention outcomes.
• Proven experience building and deploying predictive models (e.g., churn probability, renewal risk, expansion propensity) that informed real business decisions.
• Demonstrated experience operationalizing AI- and LLM-driven analytics within enterprise decision workflows — not just experimentation or prototype analysis.
• Experience using NLP and machine learning techniques to large-scale unstructured customer feedback and behavioral datasets.
• Experience partnering with Data Science, Engineering, Product, and Finance to move models from concept to production deployment.
• Strong experience designing executive-facing data visualizations and translating statistical findings into prioritized, decision-ready recommendations.
• Demonstrated ability to connect customer experience and analytical outputs directly to GRR, CPO, CSAT, operational efficiency, and cost-to-serve metrics.
• Experience operating as a senior-level individual contributor, setting analytical standards and influencing cross-functional direction without direct authority.

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.

What You Need To Know About Avalara

We're defining the relationship between tax and tech. We've already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we’re a billion dollar business - and we're not slowing down 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. We've been different from day one. Join us, and your career will be too.

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.