LeadsOnline is looking for a
Strategy Development Analyst to support our customer-facing organization, spanning
Training & Knowledge,
Customer Support, and
Customer Success. This role will serve as an analytical partner focused on optimizing the company's operational processes using data analysis to improve efficiency, reduce costs, and support data-driven decision-making across the customer organization.
The Strategy Development Analyst will play a critical role in bringing clarity and consistency to how we understand and manage the customer experience scale. By strengthening our KPI visibility and customer journey insights, this position will directly influence how we onboard, train, support, and retain thousands of users across our platform. This role will partner closely with the Chief Customer Officer (CCO) and team stakeholders to understand the analytical information and how it translates to our success.
What You'll DoAnalytical Decision Support- Execute ad hoc and recurring analyses to support decision-making across the Customer Organization
- Translate business questions into structured analyses (e.g., onboarding capacity, workload distribution, training throughput, engagement patterns)
- Prepare clear, executive-ready summaries, visuals, and recommendations for leadership review
- Partner closely with the CCO to refine analytical framing and outputs
KPI Reporting & Performance Infrastructure- Design, build, and maintain KPI dashboards and recurring reporting for weekly, monthly, and quarterly operating reviews
- Define and standardize metrics in partnership with functional leaders
- Establish consistent metric definitions, data sources, and reporting cadences
- Evolve reporting from descriptive metrics to insight-oriented views that highlight trends, root causes, areas for improvement, declines, and action plans
Customer Journey, Health & Adoption Analytics- Analyze performance across key stages of the customer journey, including onboarding, training, adoption, ongoing usage, and renewal
- Support development of customer health frameworks and adoption indicators
- Identify early signals of customer risk, friction, or opportunity based on usage, training, and support data
- Build reporting and insights that enable proactive engagement by customer-facing teams
Cohort Analysis to Identify & Understand the Key Drivers of Customer Retention- Systems & Process Enablement (Analytical Support)
- Support evaluation and implementation of customer-facing tools (e.g., CS platforms, service desk systems, LMS, AI-enabled knowledge tools)
- Provide analytical input into customer journey and process improvement initiatives
- Assess effectiveness of tools and workflows using data and observed outcomes
- Ensure systems generate usable, decision-quality data to support reporting and analysis
Qualifications- Bachelor's degree in mathematics, economics, statistics, or another equivalent field
- 3+ years of relevant experience in consulting, analytics, finance, operations, or a related field
- Experience supporting customer-facing, services, SaaS, or scaled operations environments preferred
- Background in analytics-driven decision support rather than pure BI or tool administration
- Experience leveraging AI-enabled tools to enhance analysis reporting, accuracy, and data driven decision making and translating the information for actionable recommendations
- Strong dashboarding and reporting skills (Power BI preferred, Tableau acceptable)
- Microsoft SQL experience
- Advanced Excel proficiency
- Strong analytical problem-solving skills, including structuring ambiguous questions and synthesizing insights
- Clear written and verbal communication skills for leadership audiences
- Execution-oriented, analytical, and detail-conscious
- Ability to collaborate with senior leaders, tenured team members and subject-matter experts
- Motivated to grow and extend the role into greater strategic responsibility over time
BenefitsAs part of our comprehensive benefits package, LeadsOnline provides the following to eligible employees:
- Employee paid Medical, Dental, and Vision
- Generous paid vacation
- 401k with company matching
- HSA with employer contributions
- FSA
- Supplemental coverage such as accident, critical illness, hospitalization, life
- Short-Term and Long-Term Disability
- Parental Leave
