Senior Product Analyst - Customer Experience and Retention

monday.com is seeking an experienced, versatile Product Analyst Lead to join the CX organization. This is a senior role with pivotal, company-wide impact and high visibility. You will be a key function in crafting our retention strategy, impacting monday.com’s main OKR: driving customer lifetime value. You will assume ownership of key data reporting and research flows. Your contributions will have a direct impact on our business strategy, cross-company pivotal processes like OKRs, and the end-to-end customer journey.

About The Role:

• Play a pivotal role under the CX leadership to drive customer engagement and loyalty, fueling top notch customer experience. You will identify retention drivers that will be later used by data science teams to build AI models striving for standardization and scale 
• Research diverse, complex business and customer problems: utilize data from various sources and your analytical and statistical expertise to create visibility, identify leverages for action, and conceptualize and track relevant metrics. Translate the above into actionable, tangible recommendations to drive CLV.
• Develop hypotheses, design experiments, and conduct A/B tests to measure the impact of product changes and optimize key metrics.
• Build appealing, compelling dashboards and reports to translate data into meaningful representations that become vital decision-making tools for your consumers
• Responsible for analyzing complex data sets, identifying key insights, and translating them into actionable recommendations to enhance our product offerings
• Present insights and recommendations to persuade the CX, CS, and COO leadership to drive engagement
• Lead meetings and presentations to influence and collaborate with product managers, designers, operations, CX managers, and engineers, using data-driven insights to identify opportunities for improving Customer Experience

Requirements

• 6+ years of experience in a similar data analyst role, with
• Experience in retention: Churn prediction models, RFM (Recency, Frequency, Monetary), cohort analysis, or other similar methodologies
• Experience in driving E2E strategies from concept to delivery
• Must have proficiency level of SQL
• You are a great storyteller and communicator and can build fruitful relationships with a diverse set of stakeholders
• You are capable of tackling ambiguous problems and challenges
• You have a passion for making sense of user behavior, using any available methods, and a dedicated advocate of a user-centered approach in product development
• You have the technical skills to perform advanced analytics with large datasets with technologies such as Pandas, and SQL.
• Familiarity and experience with standard BI tools such as Tableau.
• Curious, self-driven independent learner (autodidact)