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Lead, Customer Insights & Experience
SolarWindsbangalore, India15 hours ago
Job descriptionIdentify 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. 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.). 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 . 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 (e.g., 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. Bachelor’s degree in Business, Analytics, Engineering, or related field (MBA preferred). Excellent communication and stakeholder engagement skills in a global matrixed environment.
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. You’ll 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 responsibilities
Customer 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
CX Technology & Innovation
Strategic Enablement
Your Experience
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Customer Experience Lead • bangalore, India
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