Customer Insights Analyst (SF)

About Persona

Persona is the configurable identity platform built for businesses in a digital-first world. Verifying individuals and organizations is harder — but more important — than ever, with AI enabling fraudsters to launch sophisticated accounts at scale and regulations evolving rapidly.

We’ve built Persona to support practically every use case and industry — that’s why we’re able to serve a wide range of leading companies. For example, Coursera uses Persona to ensure the right person is earning each degree. Meanwhile, OpenAI relies on Persona to keep bad actors out, protecting one of the world’s most powerful AI platforms from large-scale abuse in a time when AI is reshaping the way we work and live.

We believe that making the internet safer and more human requires a team that reflects the diverse, global nature of the people we aim to serve. We’re growing rapidly and looking for exceptional people to join us.

About the Role

Persona is seeking a Customer Insights Analyst to join our Customer Insights team within our Post-Sales department. If you have experience leading data-driven initiatives, developing business insights, and partnering with stakeholders to drive customer success, this role would be perfect for you!

In this strategic role, you will help shape the future of Persona's customer-facing analytics program and deliver insights that drive business value for both Persona and our customers. You will work closely with stakeholders to translate complex data insights into actionable business recommendations. This position plays a crucial role in defining how we leverage analytics to support our customers and drive business growth through data-informed decision-making.

What you'll do at Persona

• Help define and implement Persona's customer analytics strategy, ensuring alignment with broader business objectives and customer needs

• Clean and synthesize complex implementation data into clear, actionable insights that demonstrate Persona's value proposition to our enterprise customers

• Design and develop sophisticated analyses that clearly articulate the ROI and effectiveness of Persona's solutions across various use cases

• Partner with stakeholders to identify key business opportunities and challenges, translating them into analytical frameworks and solutions

• Develop innovative approaches to customer-facing analytics that scale across our customer base

• Drive strategic initiatives to improve customer retention, expansion, and overall satisfaction through data-driven insights

• Create and present business recommendations based on complex analyses to influence product strategy and customer success approaches

• Establish frameworks for customer analytics and reporting, helping define best practices for the organization

• Collaborate cross-functionally to improve our understanding of customer behavior and drive business value

What you'll bring to Persona

• 3+ years of experience in business analytics, consulting, or similar roles with a focus on customer insights and strategy

• Proven track record of driving strategic initiatives and influencing decision-making through data-driven insights

• Strong business acumen with the ability to translate complex analyses into actionable business recommendations

• Excellence in stakeholder management and executive communication

• Understanding of key business metrics and KPIs in SaaS environments

• Basic SQL knowledge and familiarity with business intelligence tools (e.g., Tableau, Looker, Sigma)

• Bachelor's degree in Business, Economics, Mathematics, or related field; MBA preferred

Nice to have

• Experience in the Identity Verification or Fraud Detection industry

• Track record of developing customer analytics frameworks in a B2B environment

• Experience working with enterprise customers and understanding complex business requirements

• Knowledge of privacy and compliance requirements in the identity verification space

Benefits and perks

Persona offers a wide range of thoughtful and inclusive benefits for this role, including medical, dental, and vision, 3% 401(k) contribution, unlimited PTO, quarterly mental health days, family planning benefits, professional development stipends, wellness benefits, unlimited paid time off, among others. While we believe competitive compensation and benefits are a critical aspect of you deciding to join us, we do hope you consider why our core values and culture are right for you. If you’d like to better understand what it’s like working at Persona, feel free to check out our reviews on Glassdoor.

Diversity, equity, inclusion and belonging

At Persona, we strive to put diversity and inclusion at the forefront of everything we do, reflecting our core values. Our DEIB Employee Resource Group seeks to build a diverse and inclusive team that fosters an environment where each Personerd feels empowered to bring their unique differences to work and achieve their full innovative potential. Our hope is that by fostering such an environment, we strengthen our business and relationships by putting people first.

We strive to promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.