Data Analyst, Customer Experience

We’re looking for a creative, detail-oriented Data Analyst to support Customer Experience and Enablement. In this role, you will partner closely with CX leadership, program managers, and cross-functional teams to transform raw data into actionable insights that drive better customer journeys, content experiences, and digital engagement. As the team’s dedicated analytics expert, you will build and maintain data pipelines, design dashboards, and conduct deep-dive analyses to uncover trends, identify friction points, and measure the impact of CX initiatives. You’ll enable the team to make smarter, faster, and more customer-centric decisions by turning complex datasets into clear, compelling stories. This is a high-impact role for an analytical thinker who thrives on uncovering insights, streamlining reporting, and enabling continuous optimization of the end-to-end customer experience.

What You’ll Do

Data Analysis & Insights

Collect, clean, and analyze structured and unstructured customer data from multiple sources (e.g., CRM, surveys, support tickets, websites, community, digital platforms).

Build dashboards and reports that track key CX metrics (NPS, CSAT, retention, adoption, time to value, lifetime value, content effectiveness).

Translate insights into actionable recommendations that inform customer journey design, content strategy, and digital optimization.

Perform root cause analyses on customer pain points and operational challenges.

Journey & Content Analytics

Partner with CX team members to track funnel performance, conversion rates, and customer engagement across touchpoints.

Support digital enablement programs by measuring content performance, findability, SEO impact, and self-service effectiveness.

Conduct A/B test analysis and digital experimentation to validate improvements and optimize experiences.

Data Infrastructure & Reporting

Collaborate with engineering and systems teams to design and maintain customer data pipelines.

Ensure data accuracy, consistency, and availability across reporting platforms.

Standardize CX analytics frameworks and measurement methodologies for scalability.

Cross-Functional Collaboration

Work closely with CX leadership, program managers, and stakeholders in Product, Marketing, Support, and Education to deliver insights that drive decision-making.

Serve as the team’s analytics translator—turning data into stories and visualizations that resonate with executives and business partners.

Support Voice of Customer (VoC) programs by analyzing feedback and surfacing emerging trends.

What You Bring

3–5+ years of experience in data analysis, business intelligence, or customer analytics, ideally in a SaaS or B2B environment.

Passion for customer experience and using data to drive customer-centric outcomes.

Familiarity with CX, digital analytics platforms (Salesforce, Gainsight, ServiceNow, Google Analytics, Qualtrics, etc), and data visualization tools (e.g., Tableau, Looker).

Ability to synthesize data into actionable insights and communicate findings to both technical and non-technical audiences.

Experience with experimentation and statistical analysis.

Strong problem-solving skills, intellectual curiosity, and customer empathy.

Nice-to-Haves

Strong SQL skills, experience with Python or R for advanced data modelling and analysis.

Background in marketing analytics, content performance, or digital product optimization.

Knowledge of customer journey mapping, service design, or UX research.

Familiarity with data warehousing solutions (Snowflake, Redshift, BigQuery)

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact applicationassistance@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.

About Us

SailPoint is a leading provider of identity security for the modern enterprise. Enterprise security starts and ends with identities and their access, yet the ability to manage and secure identities today has moved well beyond human capacity. Using a foundation of artificial intelligence and machine learning, the SailPoint Identity Security Platform delivers the right level of access to the right identities and resources at the right time—matching the scale, velocity, and environmental needs of today’s cloud-oriented enterprise. Our intelligent, autonomous, and integrated solutions put identity security at the core of digital business operations, enabling even the most complex organizations across the globe to build a security foundation capable of defending against today’s most pressing threats.

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Equal Employment Opportunity Policy Statement

The employment policy of SailPoint is to provide equal opportunity to all persons, and it is SailPoint’s policy to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities.

It is SailPoint’s policy to recruit, hire, train and promote qualified individuals in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, national origin, sex, military and/or veteran status, disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements. SailPoint does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986.

Employees and applicants shall not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in or may engage in any of the following activities:

• Filing a complaint;
• Assisting or participating in an investigation, compliance evaluation, hearing, or any other activity related to the administration of the affirmative action provisions of Section 503, VEVRAA, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans;
• Opposing any act or practice made unlawful by Section 503, VEVRAA, or their implementing regulations in this part, or any other Federal, State or local law requiring equal opportunity for individuals with disabilities or protected veterans; or
• Exercising any other right protected by section 503, VEVRAA or their implementing regulations.

SailPoint will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified employee or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.

SailPoint’s affirmative action program contains an audit and reporting system which enables us to measure the effectiveness of our program, indicate any need for remedial action, determine the degree to which our objectives have been attained, determine whether protected veterans and individuals with disabilities had had the opportunity to participate in company-sponsored activities, measure our compliance with the program’s specific obligations, and document actions taken to comply with these obligations.

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