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Business Analyst- Customer Experience


Lowell - Massachusetts - USA



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Customer Experience Analyst – Workforce Ready

The Customer Experience Analyst will perform a critical role in helping a relatively new customer engagement team get up and running. You will help us establish the infrastructure and provide the data and insights we need to keep and grow our SaaS customer base.

As our Customer Experience Analyst, we will expect you to deliver the following:
•Root cause data analysis and ongoing reporting for why customers leave
•Root cause data analysis and ongoing reporting for why customers expand their relationship with us
•Data needed for helping us develop a path to achieving our target retention rate
•Data needed for helping us develop a path for achieving our target net revenue retention rate
•An infrastructure for measuring and reporting on the results of our retention and expansion efforts
•Insights that will allow us to refine and improve our results


•A Bachelor's degree in Business Administration or related quantitative field of study (Math, Economics, Finance, Statistics)
•Ability to draw conclusions from raw data, summarize results quickly and efficiently, and explain and provide insight into to a variety of audiences.
•Expertise in Excel
•Comfort working independently in a startup-like environment

The ideal candidate will also have:
•Some experience with technology behind customer behavior analysis, such as Google Analytics, PowerBI and / or Cognos, and Salesforce
•1 - 2+ years of experience in analysis
•Exposure or interest in technology-driven customer marketing programs and/or experience or an interest in customer retention programs

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.