Harborcompliance

Senior Voice of the Customer Analyst

Remote (United States) · Senior

Sponsorship not specifiedDetected 27 days ago

SQLHubSpotCRMCustomer SuccessResearchLeadershipCommunicationPublic Speaking

About the role

5000 and Deloitte Technology Fast 500, we've grown through five strategic acquisitions - and are now backed by a 2026 majority growth investment from Bregal Sagemount to accelerate product, AI, and customer experience.
We're a passionate team making compliance simpler and smarter for every organization we serve.
Churn and retention are board-level priorities at Harbor Compliance, but no single owner today is responsible for deeply understanding the customer behaviors driving them.

VOC Program Design and Execution Design and run a structured customer interview program across Harbor's key customer segments, including interview guides, synthesis, and recurring monthly interviews.
Manage and refine survey programs (NPS, CSAT, CES, and lifecycle surveys) to capture actionable customer sentiment data.
Develop a repeatable process for turning customer feedback into executive insights and action items.
Build repeatable churn analysis frameworks using CRM and Metabase data and qualitative customer feedback.
Insight Delivery and Executive Reporting Design and maintain executive-facing reporting, dashboards, and insight narratives highlighting customer sentiment, churn risks, key trends, and recommended actions.
Build and maintain a centralized VOC knowledge base accessible across Product, CX, Operations, and Expansion teams.
Identify gaps in customer data capture, churn reason tracking, and VOC instrumentation, and partner cross-functionally to improve data quality and reporting reliability.
Cross-Functional Partnership Establish feedback loops between VOC insights and Product, Operations, Expansion, and CX teams to drive business improvements.
Partner with Expansion to identify customer needs, segment patterns, and expansion signals that inform upsell and growth opportunities.
Partner with Product to prioritize feature and experience improvements based on customer feedback.

Requirements 5+ years of experience in VOC, CX analytics, or customer insights with ownership of programs and outcomes.
Experience with customer segmentation or cohort analysis tied to retention and growth.
Strong understanding of B2B SaaS and/or tech-enabled services across multiple customer segments.

Compensation at the time of offer is based on factors such as skill set, experience, qualifications, and work location.
Salary is one part of Harbor Compliance's total compensation package.
Note that the salary range and benefits apply only to U.S.-based candidates.
Pay Transparency Policy Statement Harbor Compliance will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
Notice Regarding the Use of Selection Technology Harbor Compliance uses third-party automated tools and skills assessments (such as Testlify and Rippling) to help evaluate job applications and streamline our hiring workflow.
These tools assist our recruitment team in reviewing qualification trends and scheduling, but all final employment decisions are made solely by humans on our Talent Success team, and all tools are subject to human oversight.

Segmentation and Churn Analytics Lead the analysis and ongoing refinement of Harbor's customer segmentation strategy across Nonprofit, Corporate, and Professional customers in partnership with CS, Expansion, Operations, and leadership.
Founded in 2012 and recognized repeatedly by the Inc.

Statement Harbor Compliance is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
Notice Regarding the Use of Selection Technology Harbor Compliance uses third-party automated tools and skills assessments (such as Testlify and Rippling) to help evaluate job applications and streamline our hiring workflow.
These tools assist our recruitment team in reviewing qualification trends and scheduling, but all final employment decisions are made solely by humans on our Talent Success team, and all tools are subject to human oversight.
Depending on your location, local laws may grant you specific disclosure rights or the option to request an alternative evaluation process.

If you require a reasonable accommodation or wish to opt out of automated assessment steps due to regional regulations, please notify your recruiter

This listing is sourced directly from Harborcompliance's careers page and normalized into a canonical job model.