Customer Data Insights Analyst

What You'll Do

About

The Role

Avalara's Customer Experience team drives complex, high-impact transformation programs aimed at enhancing the end-to-end customer journey. As a Customer Experience Data Insights Analyst, you will play a critical role in tracking, analyzing key performance indicators (KPIs) that improve the customer experience.

You will own CX analytics, connecting real-time performance with program-driven changes, forecasting future trends, and providing actionable insights that influence strategic decisions. Collaborating across multiple teams, you will develop data-driven recommendations and communicate findings across all levels of the organization—driving improvements in both customer experience and operational efficiency.

This role is an individual contributor position based in our Pune, India office with a hybrid work schedule.

What Your Responsibilities Will Be

Key Responsibilities

CX Insights & KPI Tracking

Develop and maintain CX performance dashboards and reports, ensuring key insights are available for decision-making.
Analyze trends and performance drivers, correlating KPI shifts with customer experience initiatives and operational changes.
Forecast how future improvements will impact key CX metrics.
Communicate findings in a clear, data-driven manner to influence business decisions at all levels.

Data Analysis & Reporting

Partner with Program Managers to develop KPI reporting frameworks for transformational programs.
Collaborate with customer-facing teams to define metrics, design dashboards, and provide regular operational reporting.
Work closely with multiple data teams and resources across the company to create, maintain, and report on key CX metrics, ensuring alignment and consistency in data insights.
Synthesize insights across case trends, escalations, and operational data to uncover improvement opportunities.
Build scalable reporting tools and dashboards using Power BI, Salesforce, and Tableau.
Ensure data accuracy, consistency, and integrity through structured data gathering, cleaning, and transformation.

Strategic Business Impact

Develop business cases that support customer experience and operational enhancements.
Lead cross-functional initiatives, working closely with business leaders to identify data-driven opportunities.
Deliver executive-level reports and presentations that influence strategic CX decisions.
Define and track KPIs that measure the effectiveness of business initiatives and their impact on customers.
Work collaboratively with stakeholders to prioritize and enable effective execution of CX improvements.

What You'll Need To Be Successful

What You Need to Succeed

10+ years of experience in data analysis, insights generation, and reporting—delivering measurable business impact.
Experience tracking operational performance for customer facing support teams, such as experience on case trend analysis, support performance, and customer experience insights

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.

Learn more about our benefits by region here:
Avalara North America

What You Need To Know 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, and this year we became a billion-dollar business .  Our growth is real, 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. 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.

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.