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Solarwinds - Lead - Customer Insights & Experience

Solarwinds - Lead - Customer Insights & Experience

Solarwinds India Pvt LtdBangalore, India
30+ days ago
Job description

At SolarWinds, were a people-first company. Our purpose is to enrich the lives of the people we serveincluding our employees, customers, shareholders, Partners, and communities.

Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions. The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic.

Were looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment.

Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If youre looking to build your career with an exceptional team, youve come to the right place.

Join SolarWinds and grow with us!

Your Role

As the Lead, Customer Insights & Experience, you will be at the center of transforming how we listen to, interpret, and act on the voice of our customers.

This is a strategic and hands-on role that combines operational excellence, data storytelling, and cross-functional leadership to enhance the end-to-end customer journey.

Youll champion data-driven decisions, optimize customer-facing processes, and elevate how we measure and improve customer experiences across the company.

Your Impact

To succeed in this role, you should be passionate about creating frictionless operations to improve the SolarWinds customer experience.

You will have the following Insights & Analytics

  • Build a centralized insights engine to translate NPS, CSAT, digital behavior, support interactions, and operational data into actionable CX insights.
  • Partner with Data, Salesforce, and Customer Success teams to embed predictive models that identify churn risk, advocacy, and engagement patterns.
  • Design and maintain CX dashboards and reporting tools that surface trends, friction points, and improvement opportunities across the journey.

Process & Experience Optimization

  • Identify and resolve customer journey pain points by leveraging automation, AI, and workflow enhancements.
  • Lead cross-functional initiatives that optimize tools, systems, and processes used by Support, Success, Academy, and Product teams.
  • Establish and document scalable workflows, survey cadences, and insight-to-action loops.

    • CX Technology & Innovation

  • Evaluate and implement new technologies (AI, automation platforms, feedback tools) to improve listening and response across channels.
  • Collaborate with engineering and IT teams to improve data architecture and feedback flow integration (Salesforce, Gainsight, Qualtrics, etc.

    • Strategic Enablement

  • Deliver insight-driven recommendations to senior leadership and stakeholders, informing product, GTM, and service strategy.
  • Shape quarterly CX business reviews and customer storytelling backed by data.
  • Serve as a champion of CX operational excellence and continuous improvement.

    • Your Experience

  • 5+ years of experience in customer experience, business operations, or data strategy roles, ideally in a B2B SaaS or tech company.
  • Proven track record in turning data into strategic insights, especially with NPS, CSAT, churn, and engagement metrics.
  • Strong experience with Salesforce, BI tools (Power BI, Tableau, Domo, Looker), and customer feedback platforms (Qualtrics, Medallia).
  • Working knowledge of AI and automation concepts in CX, such as sentiment analysis, predictive scoring, or journey analytics.
  • Strong project management and cross-functional collaboration skills.
  • Bachelors degree in Business, Analytics, Engineering, or related field (MBA preferred).
  • Excellent communication and stakeholder engagement skills in a global matrixed environment.

    • SolarWinds is an Equal Employment Opportunity Employer.

    SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

    All applications are treated in accordance with the SolarWinds Privacy Notice : (ref : iimjobs.com)

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