Make Your Mark:
The Operations & Engagement team delivers significant initiatives focused around increasing our customer’s overall experience with Blackline. This team focuses heavily on cross-organizational coordination that is backed with a foundation on data driven insights. Ultimately, all our initiatives are related to building capabilities, assets, and tools to better serve our customers.
We are seeking a highly analytical and customer-centric Business Analyst to join our Customer Experience team. Business Analyst Customer Experience will support our BlackLine Voice of the Customer (VOC) program. The VOC program brings actionable customer, partner and employee insights into our customer journey touchpoints to help ensure we deliver highly reliable, high-quality experiences at these key moments. This BA role ensures that opportunities to gain experience insights are created, delivered, measured and reported in a way that will help BlackLine leaders lead innovation/improvement initiatives based on the feedback and insight.
The ideal candidate will have a strong foundation in business analysis, coupled with a keen understanding of customer experience principles. This role will be instrumental in leveraging the Medallia platform to convert data into actionable business insights that drive improvements in our customer journey. The ideal candidate is an analysis expert who can a variety of data platforms and analytical tools to provide timely, meaningful, and consumable information.
You'll Get To:
Support the ‘Voice of the Customer Center of Excellence’ and its engagement with BlackLine stakeholders by leading the analysis of customer feedback and delivery of high-value insights in support of various CX initiatives.
Perform complex data review, research, and/or reconciliation. Identify trends, patterns, and correlations within customer data to uncover actionable insights.
Create highly effective and engaging Medallia dashboards for various stakeholders
Program Medallia Text iQ text analytics models to aide in both analysis and insight delivery.
Design and own the process of integrating operational data (e.g., service telemetry) to create linkages to VoC data and insights.
Track and measure the impact of experience or service improvements on key Experience metrics (e.g. CSAT, NPS, Effort Score) and KPIs
Identify gaps in CX insights and provide recommendations for improving those insights across the complete customer journey.
Work with our IT business partner to optimize the Medallia platform to ensure data accuracy, integrity, and accessibility.
Stay up-to-date on Medallia platform enhancements and best practices.
Develop and maintain survey templates and question libraries.
What You'll Bring:
- 3-5 years of experience in business analysis, preferably within a customer experience or market research role.
- Education: Bachelor's degree in Business, Statistics, or a related field.
Technical/Specialized Knowledge, Skills, and Abilities:
Has a proven track record of successfully and effectively analyzing customer feedback and survey data to extract actionable insights.
Deep understanding of key CX metrics including CSAT, Effort Score and NPS with ability to analyze, and frame actionable insights for multiple teams across a global organization.
Advanced knowledge of Customer Experience platforms. Ability to go deep into the details of the VOC platform for data extraction and dashboard development.
- Proficient in Experience Management Platform: Medallia
Highly experienced in using Experience Management Platform: Medallia, Microsoft Excel and PowerPoint
- Power BI and Tableau expertise is highly desirable.
Strong proficiency in data analysis and statistical methods and tools.
Exceptionally strong critical thinking, analytical, and problem-solving skills
Demonstrated ability to deliver results to the appropriate quality and timeline metrics, balancing the desire to move forward quickly with the patience to manage the competing priorities of a complex stakeholder environment.
Stellar work ethic and history of being a self-starter. Ability to work independently as part of a globally distributed organization
Strong ownership mentality with exceptional resourcefulness and drive for results
Comfortable working in an Agile IT environment with its development techniques and tools
Demonstrated ability to prepare clear, concise and persuasive communications in English for multiple audiences, multiple levels, and multiple cultures, including demonstrating effective writing and presentation skills, active listening skills and projecting a credible image.
Thrive at BlackLine Because You Are Joining:
- A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
- A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
- A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.
BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 3 days a week.
Accommodations:
BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.
Skills Required
- 3-5 years experience in business analysis, preferably in customer experience or market research.
- Bachelor's degree in Business, Statistics, or a related field.
- Proficient in Medallia and Experience Management platforms.
- Experience programming Medallia Text iQ text analytics models.
- Advanced knowledge of VoC program practices, CX metrics (CSAT, NPS, Effort Score) and ability to frame actionable insights.
- Highly experienced with Microsoft Excel and PowerPoint for analysis and presentations.
- Strong proficiency in data analysis and statistical methods and tools.
- Experience creating dashboards and visualizations (stakeholder-facing).
- Ability to integrate operational data (service telemetry) with VoC data for linked insights.
- Comfortable working in an Agile IT environment and independently across a distributed organization.
- Strong written and presentation communication skills for multiple audiences and cultures.
- Power BI and Tableau expertise.
BlackLine Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about BlackLine and has not been reviewed or approved by BlackLine.
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Healthcare Strength — Company materials highlight company‑paid employee medical, dental, and vision insurance, plus comprehensive plan choices and wellness resources. Recent announcements and benefits guides reinforce broad, high‑value healthcare coverage.
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Leave & Time Off Breadth — Unlimited PTO is prominently featured in official communications and marked as employer‑verified on benefits listings. Materials also reference paid holidays, sick time, and flexibility that support time away.
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Retirement Support — A 401(k) with company match and an Employee Stock Purchase Plan are consistently listed across careers pages, plan documents, and filings. Guidance also highlights complementary financial benefits such as dependent care FSA support and tuition reimbursement.
BlackLine Insights
What We Do
BlackLine gives you the innovation of AI-powered software solutions you need to optimize workflows, reduce risk, and prepare for tomorrow’s strategic F&A challenges. BlackLine is the leader in the cloud financial close market and the first and only holistic solution to address intercompany operations. Companies can execute and manage financial close, intercompany, and invoice-to-cash processes with end-to-end transparency and intelligent automation. They can shift their focus from governance to guidance and deliver strategic business outcomes faster and with greater control. Since our founding in 2001, BlackLine has become a leading provider of cloud software that automates and controls critical accounting processes. BlackLine is ranked No.5 globally on The Software Report’s 2023 ‘Top 100 Software Companies’ list and earned ‘Top Rated’ awards in Accounting, Financial Close, and Accounts Receivable from TrustRadius. BlackLine was also named to Newsweek’s ‘Most Loved Workplaces’ lists in the US (2022) and UK (2023). BlackLine is trusted by thousands of companies across all industries and geographies. Headquartered in Woodland Hills, CA, BlackLine is a global company with operations in locations including Pleasanton, New York, London, Paris, Bengaluru, Frankfurt, Tokyo, Singapore, and Sydney. Leading companies like SiriusXM and Domino’s trust BlackLine to close faster with complete and accurate results.
Why Work With Us
BlackLine is a female-founded company led by Therese Tucker, founder and co-CEO. BlackLine is a people-focused company offering a collaborative environment, exciting new challenges, opportunities to acquire new skills, and mentoring to help you succeed. We empower our teams to thrive and always seek new and innovative ways to solve problems.
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