Customer Experience Analyst

Title: Customer Experience Analyst

Location: Austin, TX, USA

Department: Cost of Sales

Job Description:

Employment Type

Full time

Location Type

Hybrid

Department

Customer Success

OverviewApplication

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 By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently. 

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 Role

We'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 Do

Own the Foundation of Customer Health & Risk Monitoring

Define 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 Metrics

Track 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 Organization

Work 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 Operations

Own 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 Insights

Answer 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 Bring

Required

• 4-5 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 Have

• Experience building adoption or engagement dashboards

• Familiarity 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 Matters

We'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 ePayPolicy

• Competitive salary

• Comprehensive benefits package with employer-paid basic life and disability premiums

• 401K

• Flexible Paid Time Off Policy (FTO)

• Company-sponsored quarterly “ePayItForward” initiatives 

• Supportive and inclusive company culture with a focus on work/life balance

• Fully-stocked kitchen

• Lunch stipend when working onsite

• Open 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 growth

We 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.