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Senior Customer Experience Business Analyst

Do you want to find solutions that genuinely improve people’s lives?


Are you a data-driven person that loves to find the underlying reasons for changes?


If so, we have your dream job!


InMotion Hosting is looking for a Senior Customer Experience Business Analyst to identify why our customers churn and to create solutions to enhance the customer’s experience. You will be working closely with Operational Leaders and Software Product Owners to increase customer retention through heavy data mining, project management, and creative problem-solving.


What You’ll Do:

  • Identify unique segments of customer cancellations/churn
  • Prioritize solutions and projects to increase customer retention based on business value, scope of work, and available resources
  • Perform research and in-depth data analysis to determine root causes of customer cancellations
  • Create, maintain, and own a customer scorecard system
  • Interact with customer-facing department staff and leadership to identify information that may not available in databases and reports
  • Evaluate expected business value of solutions from churn reduction and revenue impact perspectives
  • Lead implementation of churn reduction solutions through formal projects, policy updates, training curriculum updates, continuing education of staff, etc.
  • Track data-backed results of implemented solutions


What You’ll Get:

  • Profit sharing twice yearly
  • Medical, Dental, Vision, Disability, Life Insurance, and 401k plans
  • Free weekly snacks and free lunch on Tuesdays
  • A fun, relaxed working environment with a casual dress code (jeans ok)


Ideal Candidates Have:

  • 2+ years experience in a position heavily focused on data analysis
  • 2+ years of project management experience
  • Experience querying databases such as MySQL. Knowledge of built-in functions, joins, and other advanced features
  • Passion for increasing customer retention by thrilling customers through improved journeys and experiences
  • Strong creative thinking, strategic orientation and presentation experience
  • Ability to identify, comprehend, and effectively communicate both the macro and micro views of a specific area
  • Strong analytical background is required


The below is optional but can help make you a top candidate:

  • Experience with web hosting technologies and products
  • Technical project management experience across areas such as: development, system administration, product development, web design, and customer experience
  • Ability to effectively manage multiple projects and stakeholder relationships
  • Experience effectively managing and prioritizing backlogs


A few more things:

  • Paid time off and company paid holidays
  • Awesome company parties and onsite events
  • The opportunity to work with an established and growing company comprised of awesome people
  • A free VPS



  • Virginia Beach, VA


Learn more about what it is like working at InMotion and yes, we have the best parties in town. You can also check out our products here.

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