Senior Customer Insights Analyst

Join Fullscript as a Senior Customer Insights Analyst, where you'll turn complex customer data into actionable business insights that shape our CX strategy, product decisions, and operational priorities. You'll work across various data sources to identify trends and opportunities, and deliver clear recommendations to senior leaders. This role offers high autonomy, strong ownership, and the ability to define what should be analyzed.

• Synthesize complex data across support, product usage, customer behavior, VOC, and operational workflows to identify systemic risks and opportunities.
• Translate ambiguous business questions into structured analysis, clear findings, and recommended actions, and deliver clear recommendations to senior leaders.
• Use AI-assisted tools to accelerate insight discovery, anomaly detection, and qualitative signal extraction, and evolve VOC from a reporting function into a strategic capability.
• 8+ years of experience in analytics, customer insights, product analytics, business intelligence, or data strategy
• High autonomy, strong ownership, and the ability to define what should be analyzed, not just how
• Experience connecting qualitative and quantitative signals to uncover root causes and business impact
• Strong SQL skills and hands-on experience with modern cloud data warehouse tools such as Snowflake, BigQuery, Redshift, or similar tools
• Strong analytical judgment, including the ability to interpret messy or incomplete data in context
• Excellent executive communication and stakeholder management skills
• Proven ability to use data to influence business decisions, not just produce reports
• Experience in healthcare technology, digital health, SaaS, marketplaces, e-commerce, or regulated environments
• Experience building or evolving a voice-of-customer program
• Experience analyzing unstructured feedback, support tickets, call transcripts, surveys, or product comments
• Experience using AI-assisted analysis for text synthesis, clustering, anomaly detection, or workflow automation
• Familiarity with experimentation, causal inference, cohort analysis, segmentation, or predictive modeling
• Experience influencing product roadmaps, CX strategy, or operational planning through insights