[Remote] Sr Analyst, Customer Intelligence

Note: The job is a remote job and is open to candidates in USA. Avalara is building an AI-first operating model to predict customer needs and improve revenue retention. The Sr Analyst, Customer Intelligence will own the analytical foundation behind CX360, defining scoring frameworks and predictive indicators to convert customer signals into actionable insights.ResponsibilitiesEnsure CX360 delivers accurate, trusted, decision-ready customer intelligence across Product, CX, Operations, and executive leadership, with clear ownership of scoring integrityDefine and govern scoring frameworks, lifecycle metrics, friction models, and prioritization thresholds to ensure consistency, transparency, and business relevanceCollaborate with Data Science, Architecture, Engineering, and Product to validate data integrity and strengthen insights through predictive modeling and sentiment analysisBuild and evolve customer intelligence analytics including segmentation, cohort analysis, and driver attribution tied directly to retention and efficiency outcomesQuantify the financial and operational impact of customer friction using revenue and cost modeling to establish measurable prioritization standardsTranslate complex analytics into structured, prioritized recommendations that influence retention strategy, roadmap investment, and operational optimizationApply AI techniques — including NLP, LLM integrations, and predictive models — to automate feedback classification, improve signal detection, and reduce time-to-insightMaintain governed analytics environments across Qualtrics, Snowflake, Power BI, Tableau, and related systems to ensure secure, scalable enterprise intelligenceSkillsBachelor's degree in Data Science, Statistics, Mathematics, Computer Science, Economics, Engineering6+ years of progressive experience in advanced analytics, customer intelligence, enterprise BI, or CX measurement roles within SaaS or complex customer environmentsDemonstrated experience designing and governing scoring frameworks, driver analysis models, or prioritization methodologies tied to measurable revenue and retention outcomesProven experience building and deploying predictive models (e.g., churn probability, renewal risk, expansion propensity) that informed real business decisionsDemonstrated experience operationalizing AI- and LLM-driven analytics within enterprise decision workflows — not just experimentation or prototype analysisExperience applying NLP and machine learning techniques to large-scale unstructured customer feedback and behavioral datasetsExperience partnering with Data Science, Engineering, Product, and Finance to move models from concept to production deploymentStrong experience designing executive-facing data visualizations and translating statistical findings into prioritized, decision-ready recommendationsDemonstrated ability to connect customer experience and analytical outputs directly to GRR, CPO, CSAT, operational efficiency, and cost-to-serve metricsExperience operating as a senior-level individual contributor, setting analytical standards and influencing cross-functional direction without direct authorityBenefitsPaid time offPaid parental leavePrivate medicalLife, and disability insuranceCompany OverviewAvalara is a cloud-based platform that provides tax compliance software and automated solutions. It was founded in 2004, and is headquartered in Seattle, Washington, USA, with a workforce of 5001-10000 employees. Its website is http://www.avalara.com.Company H1B SponsorshipAvalara has a track record of offering H1B sponsorships, with 4 in 2026, 26 in 2025, 33 in 2024, 35 in 2023, 37 in 2022, 39 in 2021, 26 in 2020. Please note that this does not guarantee sponsorship for this specific role.