The Client Experience team defines, elevates, and scales how Scorpion delivers exceptional client experiences consistently, intentionally, and across every stage of the journey.
The Senior Client Experience Analyst is a strategic partner to the VP of Client Experience and cross-functional leaders, responsible for elevating how Scorpion measures, understands, and improves the end-to-end client journey.
This role goes beyond reporting. The Senior Analyst connects data, client feedback, and operational signals to uncover systemic risks, prioritize improvements, and influence enterprise-wide decisions. They bring clarity to ambiguity, identify leading indicators of retention and growth, and help transform client insight into organizational action.
This is a highly analytical, systems-oriented role that requires strong business judgment, executive communication skills, and a deep curiosity about the real client experience.
Organizational-Level Insight & Risk Identification
- Own analysis of client sentiment and performance data across NPS, CSAT, churn, renewals, support interactions, onboarding metrics, and account health.
- Identify systemic breakdowns, recurring experience failures, and emerging risk patterns across segments.
- Develop and maintain a prioritized view of top experience risks and opportunities.
- Conduct root cause analyses that move beyond symptoms to underlying operational drivers.
- Design and evolve the client experience measurement framework, including leading indicators of retention and expansion.
- Define and refine client health scoring methodologies.
- Partner with leadership to ensure experience metrics are tied directly to revenue performance.
- Quantify the financial impact of experience improvements and failures.
- Build dashboards and executive-level reporting that translate complex data into clear business implications.
- Present findings and recommendations to senior leaders with confidence and clarity.
- Influence cross-functional priorities based on client insight and data-backed evidence.
- Ensure experience standards and journey metrics are visible and actionable across the organization.
- Partner with Sales, Account Management, Product, Marketing, and Operations to improve key lifecycle stages (handoff, onboarding, engagement, renewal).
- Support design and measurement of experience pilots and improvement initiatives.
- Monitor adoption and effectiveness of playbooks, standards, and tools.
- Lead postmortems on major client issues and ensure systemic follow-through.
- Maintain direct exposure to client reality through call reviews, written communication audits, and qualitative feedback analysis.
- Synthesize qualitative and quantitative insights into actionable recommendations.
- Ensure client perspective remains central in strategic discussions.
Education
- Bachelor’s degree in Business, Marketing, Communications, Organizational Leadership, Human Centered Design, Psychology, or a related field—or equivalent practical experience.
- 5–8+ years of experience in analytics, strategy, operations, consulting, or customer-focused roles
- Demonstrated ability to influence cross-functional leaders without direct authority
- Strong experience building measurement frameworks and executive-level dashboards
- Advanced analytical capabilities (BI tools, CRM data, financial analysis)
- Proven ability to connect experience metrics to revenue and operational outcomes
- Excellent executive communication and storytelling skills
- Strategic thinker who connects insight to business impact
- Systems-oriented and comfortable navigating ambiguity
- Confident presenting to senior leadership
- Naturally curious and field-connected
- Comfortable surfacing hard truths with data and clarity
- Biased toward action — not just analysis
- Winning Mindset: When our clients win, we win.
- Genuine Care: We only succeed when we are truly invested in our clients and each other.
- Unmatched Results: We deliver more than expected–and then some–driving the best results and impacting lives.
- Constant Improvement: We believe there is always a better way. We learn we ask “What if?” we build and then do it again.
- Unbeatable Teamwork: We come from different backgrounds but have the same vision. We only get there by doing it together, as a team.
We acknowledge that states have passed legislation promoting pay transparency. As a national employer, Scorpion has made the decision to post our expected pay rate or pay range (as applicable) in all our job postings, regardless of geographic location.
- The base salary range is $110,000 (entry-level) - $120,000 (highly experienced), exclusive of fringe benefits. If you are hired at Scorpion, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. Additionally, we believe in the importance of pay equity and consider the internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the total salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth.
- The compensation package may also include incentive compensation opportunities in the form of discretionary bonuses or commissions.
We invest in our employees by offering them diverse benefits from best-in-class carriers. These benefits provide enough choice and flexibility to keep our employees and their families healthy and happy—today and tomorrow.
- 100% employer-paid medical, dental, and vision insurance
- Flexible paid time off, so you can rest, relax, and recharge away from work
- Paid parental leave
- Paid cell phone and service
- Remote office allowance
- Professional development and development courses
- Regular manager check-ins to drive performance and career growth through Lattice
Work Location & Flexibility
Scorpion supports a range of work arrangements, including in-office, hybrid, and remote roles. For positions designated as remote, employees who live within commuting distance of a Scorpion office may be asked to work from the office based on team needs, collaboration opportunities, or business priorities. Specific expectations will be discussed during the interview process.
Skills Required
- Bachelor's degree in Business, Marketing, Communications, Organizational Leadership, Human Centered Design, Psychology, or related field or equivalent practical experience.
- 5-8+ years experience in analytics, strategy, operations, consulting, or customer-focused roles.
- Strong experience building measurement frameworks and executive-level dashboards.
- Advanced analytical capabilities (BI tools, CRM data, financial analysis).
- Demonstrated ability to influence cross-functional leaders without direct authority.
- Proven ability to connect experience metrics to revenue and operational outcomes.
- Excellent executive communication and storytelling skills; confident presenting to senior leadership.
- Systems-oriented, strategic thinker, comfortable navigating ambiguity and driving action from analysis.
What We Do
At Scorpion Enterprises, we provide a wealth of knowledge to collaborate and build end-to-end strategies for our clients. We check Business Data, Audience Analytics, and Websites and Social Media statistics. With these data-driven insights in place, we form an effective strategy to ensure that our outreach plan goes a long way. We dive deep into understanding clients’ brands and companies to obtain and keep the clients’ customers satisfied. Every project is different, but they all start with one thing in common. We want to know everything: where the client started, where they want to go next, what they value, who their customers are and why they care about them. The only way to solve a problem is to understand it from every angle. Fortunately, we have a proven method to quench our insatiable curiosity. Our attention to detail is impressive too. We have a senior manager on board, fully responsible for delivering excellence in every way possible from beginning to end. Our plans cover some of the best locations, strategic timing, and compelling messages based on the clients’ potential customers.
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