Sr Analyst, Customer Intelligence

What You'll Do Role Summary – Why This Role Exists Avalara is building an AI-first operating model to predict customer needs, reduce friction, and improve gross revenue retention. Fragmented reporting and inconsistent scoring currently limit early detection of renewal risk and high-impact friction. The Senior Analyst, Customer Intelligence owns the analytical foundation behind CX360, Avalara's enterprise customer intelligence system. This role defines and governs scoring frameworks, driver methodologies, predictive indicators, and prioritization models that convert multi-source customer signals into structured, decision-grade insight. This role directly enables measurable improvement in GRR, CPO, CSAT, CES, CPC, TTR, case deflection, renewal risk detection, expansion identification, and churn probability modeling. How This Role Elevates Avalara Business: Establishes a governed, enterprise-standard intelligence system that improves retention, reduces cost-to-serve, and strengthens roadm...