Senior Customer Insights Analyst

About Reputation

Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.

As a Senior Analyst within our Expert Services team, you are the analytical engine of our strategic partnerships. You serve as a dedicated partner to our Mid-Market and Small Enterprise clients, delivering analytical rigour that empowers them to drive CX transformations. You act as the bridge between complex, raw data and actionable business strategies, ensuring that every insight you uncover translates into tangible value for our clients. By owning the analytical lifecycle—from design to delivery—you enable our clients to maximise their investment and realise long-term growth.

• Custom Analysis & Data Mining: Manage the full lifecycle of custom analyses, conducting deep-dive mining to uncover key narratives and sentiment trends that inform client strategy.

• Technical Methodology: Lead the design of robust, tailored CX surveys and data taxonomies, ensuring all technical outputs are structured for actionable, data-backed outcomes.

• Data Visualisation & Storytelling: Translate complex, unstructured feedback into clear, compelling narratives using advanced visualisation techniques and polished presentation materials.

Strategic Advisory & Account Growth (30%)

• Insight-Driven Consultation: Utilise analytical findings to drive strategic conversations, providing practical, grounded guidance that positions Expert Services as a trusted extension of the client’s team.

• Strategic Workshops: Facilitate impactful sessions, such as Customer Journey Mapping and maturity assessments, to help clients optimise their products and extract deeper strategic value.

• Commercial Partnership: Support CSMs in achieving strategic milestones, identifying "whitespace" opportunities to expand service revenue, and safeguarding contract renewals.

• Experience: 4+ years in strategic insights, data analytics, or CX consulting (ideally within SaaS or Market Research).

• Technical Proficiency: Advanced command of SPSS, SQL, and data visualisation platforms. Experience utilising AI-driven tools to enhance data analysis speed and operational efficiency.

• Commercial & Strategic Mindset: Ability to identify growth opportunities, support renewals, and frame data as a value-based business solution.

• Advanced Data Storytelling & Presentation: Expert ability to synthesise complex data sets into actionable narratives for executive and senior stakeholder audiences.

• CX Methodology: Deep understanding of CX best practices, survey design, and research methodologies.

• Autonomy & Collaboration: Proven track record of managing end-to-end projects independently while actively collaborating across internal teams to drive outcomes.

• Location: This position offers flexibility and is available as either a Hybrid role (based in our Liverpool office) or a fully Remote position, depending on the candidate's preference.

• Reporting: Reports to the Global Senior Manager, Expert Services.

• Focus: Dedicated to Mid-Market and Small Enterprise accounts.

Our Benefits & Perks

We believe our people deserve to feel supported, valued, and rewarded both in and out of work. That’s why we offer a generous and thoughtfully designed benefits package, including:

• Fully funded private medical insurance for you and your family – we cover 100% of the premium, so you can focus on what matters most: your health and wellbeing.

• Life insurance at 4x your annual salary, giving extra peace of mind for you and your loved ones.

• Company-funded Medicash cash plan for employees and dependent children.

• Employee Assistance Programme (EAP) – confidential mental health, wellbeing and practical support whenever you need it.

• 21 days’ paid annual leave plus all UK bank holidays, and on top of that, enjoy 6 additional company-wide “Extended Company Holidays” each year dedicated wellness days where the entire Office switches off together to rest, reset, and prioritise wellbeing.

• Cycle to Work, Home & Tech Schemes, saving you up to 8% on products while spreading the cost interest-free over 12 months.

• Pension scheme with Scottish Widows via salary sacrifice

• Employee Resource Groups (ERGs) that foster connection, belonging, and shared experiences

• Free on-site car parking at our Liverpool office.

• Free snacks and drinks to keep you fueled throughout the day, plus £15 towards lunch on core days via Deliveroo when working from the office.

• Gym membership reimbursement up to £20 per month to support your physical wellbeing.

• Opportunities to get involved in giveback and cultural activities, helping you make a positive impact beyond your day-to-day role.

• Mortgage Advice Service, access to a team of over 70 dedicated experts in getting you the best deal on your mortgage with no brokerage fees.

We are proud to be an equal opportunity employer and strongly value diversity within our company. We are committed to ensuring a workplace free from discrimination, where everyone is treated fairly regardless of race, religion, ethnicity, gender, sexual orientation, age, marital status, disability, or any other protected characteristic. We believe that diverse perspectives foster innovation and contribute to our shared success, and we welcome all individuals to join us in creating an inclusive environment.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.