Customer Insights Analyst

Job Summary

SoftwareOne is looking for a Customer Insights Analyst to turn data into action, both for internal decision-making and for the value we demonstrate to our customers. Working across Customer Impact and Customer Experience, this role pairs strong analytical rigor with modern AI tooling to surface insights faster, tell sharper data stories, and build the customer data products both functions rely on.

The day-one priority is customer health and experience: building the health scoring, churn and risk analysis, renewals support, and experience metrics the business needs to understand and act on account health. Over time, the role grows into impact measurement, helping operationalize the methodology that quantifies the value we create for customers. Both run on the same data foundation, which this person builds and owns. This is a hands-on analytics role with a strategic edge, suited to a builder who uses AI to change how work gets done, not just to answer one-off questions. It is a full-time, remote or hybrid role based in NORAM.

SoftwareOne is an AI‑forward company. We actively use AI across our business to improve productivity, decision‑making, and outcomes - and we are intentional about hiring people who are curious, hands-on, actively apply AI, and lead by example as technology continues to evolve

Role & Responsibilities

• Build and maintain customer health scoring  that combines usage, adoption, engagement, support, and commercial signals into a view the business can act on. 
• Identify churn and at-risk accounts early  by surfacing leading indicators and their drivers so teams can intervene ahead of renewal. 
• Support renewals management  by surfacing renewal risk, coverage, and the signals that inform retention and renewal plays. 
• Measure the experience that matters,  including adoption, satisfaction such as NPS, and retention, and translate it into prioritized plays for customer experience, account, and leadership teams. 
• Build and own customer insights reporting,  a single self-service portal that brings customer health, risk, renewals, and impact signals together for account, customer success, and leadership teams, backed by the shared data model and pipelines you maintain. 
• Build and maintain the shared data model and pipelines  both mandates depend on, surfacing results in a single, trustworthy view for leadership, individual contributors, and customers. 
• Create interactive visualizations and data narratives  for internal decision-making and customer-facing value conversations, tailored to the audience. 
• Partner across teams,  including sales, customer success, operations, services, and channel, to define the metrics that matter and align measurement to business and customer goals. 
• Champion responsible, governed use of data and AI,  complying with corporate policies, data governance standards, GDPR, and responsible-AI practices. 
• Travel:  minimal, typically less than 10%.