Customer Experience Analyst

Every day, ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments. By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently. (Check out our almost 5-star customer reviews.)How do we do it? With powerful payment tools that just work. Our secure, online ACH and credit card payment page is the core product for many of our companies. But we also provide an integrated suite of helpful features for insurance companies of all sizes, including point-of-sale financing, payables network tools, and check reconciliation, all within a single dashboard.Our expert, live support team helps deliver exceptional care every day, with an industry-leading 97% customer retention rate. Our customers love us. We love them.Founded in 2014, our growing team is based in Austin, TX, and has clients in all 50 US states. We’ve grown over 300% in the last three years - with big plans for the future.About the RoleWe're building a data-driven customer experience organization, and we need an analyst who can contribute to the customer data foundation that powers our adoption, retention, and digital transformation strategy. You'll work with our team leadership, our AI engineer and analytics team to build clean metrics, consistent reporting, and customer insights that drive decisions from individual account management to executive strategy.Your work directly enables our core thesis: customers who actually adopt and use our product thrive. Your job is to measure adoption, understand what drives it, surface risks before they become churn, and give the team the clarity they need to help customers succeed.What You'll DoOwn the Foundation of Customer Health & Risk MonitoringDefine the data signals that predict customer health, engagement, and adoption velocity. Build dashboards that surface at-risk accounts before they churn and identify adoption success patterns so your team can replicate <them.Build> Adoption & Engagement MetricsTrack customer behavior over time: time-to-first-use, velocity of engagement, feature adoption, usage patterns by segment. Create cohort analysis to see which customers are accelerating, stalling, or at risk. Translate those insights into metrics that drive <action.Drive> Data Consistency Across the OrganizationWork with the revenue operations analyst, AI engineer, and customer teams to ensure metrics are defined consistently and reported the same way across human and automated systems. Document calculation logic so the system stays transparent and <scalable.Support> Customer Experience OperationsOwn the metrics that matter: customer onboarding speed, time to value, implementation health, feature adoption rates. Partner with customer-facing teams to instrument workflows and identify where friction is slowing customers down.Translate Data Into InsightsAnswer hard questions: What correlates with customer success? Which segments are we losing to adoption friction? Where should we focus resources? Pull the data, analyze it, and explain what it means to non-technical stakeholders.What You'll BringRequired4-5 years of analytics or operations work in a customer-facing organization (SaaS customer success, customer insights, customer operations, product analytics, or similar). You understand how customers move through a lifecycle and what adoption friction looks like.Strong SQL or similar query language. You can write queries to answer business questions <independently.BI> reporting and visualization experience (Tableau, Looker, Power BI, or similar). You can navigate a reporting tool, ask what data exists, and build dashboards that tell a story.Metric thinking. You naturally ask "how would we measure that?" You understand the difference between activity and outcome.Detail-oriented and collaborative. You notice inconsistencies, you ask why, and you work well across teams.Nice to HaveExperience building adoption or engagement dashboardsFamiliarity with customer success platforms or analytics tools (we'll teach you ours)Experience with financial services, payment processing, or insurance (not required; you'll learn the domain)Why This Role MattersWe're at an inflection point. We're building an adoption-focused customer experience organization that can scale without hiring linearly, and we're investing in AI to help us do it. You're not just a supporting analyst, you're contributing substantially to the data layer that makes AI possible. You'll have direct visibility with leadership and real ownership of what gets measured and why. Your insights will change how the company thinks about customer success.Why ePayPolicyCompetitive salaryComprehensive benefits package with employer-paid basic life and disability premiums401KFlexible Paid Time Off Policy (FTO)Company-sponsored quarterly “ePayItForward” initiatives Supportive and inclusive company culture with a focus on work/life balanceFully-stocked kitchenLunch stipend when working onsiteOpen communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)Huge opportunity for growthWe operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager. Embracing AI at ePayPolicy - At ePayPolicy, AI is a company-wide initiative essential to how we work and innovate. All employees are expected to proactively leverage approved enterprise AI tools to drive operational productivity. While leaning into these capabilities, team members must maintain our ethical standards: thoroughly verifying AI-generated outputs, safeguarding sensitive data, and strictly prohibiting the generation of synthetic media or the use of another individual’s likeness without explicit consent.We value diversity here at ePayPolicy and understand the importance of creating a safe and comfortable work environment, encouraging individualism and authenticity in every member of our team. We strive to create an accessible and inclusive experience for all candidates. If you need an accommodation during the application or recruiting process, please submit a request to our team via this Interview Accommodation form: <https://forms.gle/xKppyKTSqfTUi7hz5>