Senior Voice of the Customer Analyst

Job description

Churn and retention are board-level priorities at Harbor Compliance, but no single owner today is responsible for deeply understanding the customer behaviors driving them. Customer Success owns execution and Expansion owns growth, but customer segmentation, churn analysis, and VOC insights remain fragmented. We’re hiring a Senior Voice of the Customer (VOC) Analyst to stand up this function. This is a high-visibility individual contributor role within Customer Operations, responsible for building the VOC systems, customer analytics, and cross-functional feedback loops that help Harbor Compliance better understand churn, retention, expansion opportunities, and the customer experience, and translate those insights into clear recommendations for business action. Key Responsibilities VOC Program Design and Execution Design and run a structured customer interview program across Harbor’s key customer segments, including interview guides, synthesis, and recurring monthly interviews. Manage and refine survey programs (NPS, CSAT, CES, and lifecycle surveys) to capture actionable customer sentiment data. Develop a repeatable process for turning customer feedback into executive insights and action items. Continuously improve VOC methodologies as Harbor’s customer segments and business needs evolve. Establish a closed-loop VOC process that captures customer feedback, synthesizes themes, routes insights to the right owners, and tracks follow-up actions and outcomes. Segmentation and Churn Analytics Lead the analysis and ongoing refinement of Harbor’s customer segmentation strategy across Nonprofit, Corporate, and Professional customers in partnership with CS, Expansion, Operations, and leadership. Build repeatable churn analysis frameworks using CRM and Metabase data and qualitative customer feedback. Partner to refine and update customer health scoring models to identify at-risk accounts with high accuracy, enabling early intervention and proactive retention efforts. Track and analyze retention and expansion metrics, including GRR, NRR, and churn trends, for leadership reporting. Conduct root-cause analysis on churn, downgrade, dissatisfaction, and expansion patterns by combining CRM data, customer interviews, survey results, and operational signals. Insight Delivery and Executive Reporting Design and maintain executive-facing reporting, dashboards, and insight narratives highlighting customer sentiment, churn risks, key trends, and recommended actions. Present customer insights and recommendations to senior leadership in a clear, actionable format. Build and maintain a centralized VOC knowledge base accessible across Product, CX, Operations, and Expansion teams. Identify gaps in customer data capture, churn reason tracking, and VOC instrumentation, and partner cross-functionally to improve data quality and reporting reliability. Cross-Functional Partnership Establish feedback loops between VOC insights and Product, Operations, Expansion, and CX teams to drive business improvements. Serve as the internal advocate for the customer voice in cross-functional planning and strategy discussions. Partner with Expansion to identify customer needs, segment patterns, and expansion signals that inform upsell and growth opportunities. Partner with Product to prioritize feature and experience improvements based on customer feedback. Requirements 5+ years of experience in VOC, CX analytics, or customer insights with ownership of programs and outcomes. Experience building customer research programs and structured interviews that inform business decisions. Strong executive communication skills with experience presenting complex analysis to senior stakeholders. Advanced SQL and CRM data experience (HubSpot preferred), plus survey design expertise (NPS, CSAT, CES). Experience with customer segmentation or cohort analysis tied to retention and growth. Proven ability to work cross-functionally and independently with minimal direction. Skills and Knowledge Strong experience combining qualitative research, survey data, and behavioral analytics into actionable customer insights. Experience building executive-facing dashboards and analyzing retention metrics such as churn, GRR, and NRR. Strong understanding of B2B SaaS and/or tech-enabled services across multiple customer segments. Familiarity with qualitative research and AI tools used for customer research, synthesis, and reporting. Experience working with CRM and BI/reporting tools to analyze customer data and build dashboards; HubSpot and Metabase experience preferred. Excellent written and verbal communication skills with experience presenting insights to executive audiences. Strong analytical judgment, including the ability to work with imperfect customer data, identify data quality gaps, and distinguish signal from noise. Accommodations: Harbor Compliance is committed to providing any reasonable accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. Compensation: Compensation at the time of offer is based on factors such as skill set, experience, qualifications, and work location. Salary is one part of Harbor Compliance’s total compensation package. Other benefits may include health benefits, flexible paid time off, parental leave, fertility and adoption assistance, 401(k), and educational reimbursement. Note that the salary range and benefits apply only to U.S.-based candidates. Pay Transparency Policy Statement Harbor Compliance will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Harbor Compliance, or (c) consistent with Harbor Compliance’s legal duty to furnish information. Equal Opportunity Statement Harbor Compliance is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Notice Regarding the Use of Selection Technology Harbor Compliance uses third-party automated tools and skills assessments (such as Testlify and Rippling) to help evaluate job applications and streamline our hiring workflow. These tools assist our recruitment team in reviewing qualification trends and scheduling, but all final employment decisions are made solely by humans on our Talent Success team, and all tools are subject to human oversight. Depending on your location, local laws may grant you specific disclosure rights or the option to request an alternative evaluation process. If you require a reasonable accommodation or wish to opt out of automated assessment steps due to regional regulations, please notify your recruiter. Opting out will not negatively impact your application. 🏆 Great Place to Work® Certified | USA Harbor Compliance is a leading technology platform for entity compliance, helping more than 80,000 businesses and nonprofits manage licensing, tax registration, and legal entity requirements nationwide. Founded in 2012 and recognized repeatedly by the Inc. 5000 and Deloitte Technology Fast 500, we've grown through five strategic acquisitions — and are now backed by a 2026 majority growth investment from Bregal Sagemount to accelerate product, AI, and customer experience. We're a passionate team making compliance simpler and smarter for every organization we serve.