Senior Business Analyst - Customer Experience

Job Details: Job Location: BillGO Colorado HQ - Fort Collins, CO, Position Type: Full Time, Salary Range: $102000.00 - $146900.00Salary/year, Travel Percentage: Up to 25%, BillGO is seeking a Senior Business Analyst, Customer Management to drive insights and optimization across the lifecycle of existing BGX customers. This role will focus on activation, engagement, utilization, and retention, helping maximize customer value and long-term growth.

You’ll partner closely with BillGO Exchange leadership, customer experience, product, and growth teams to understand customer behavior, identify opportunities to improve the customer experience, and deliver insights that increase retention and lifetime value. This role plays a key part in ensuring BillGO not only acquires customers—but keeps and grows them effectively.

Why This Role Matters

This role is essential to BillGO’s long-term success because retaining and growing existing customers is as critical as acquiring new ones. By providing clear insights into customer behavior and lifecycle performance, this role enables the organization to improve engagement, reduce churn, and maximize lifetime value.

Without this role, opportunities to deepen customer relationships and optimize the experience may go unnoticed. With it, BillGO can make smarter, more targeted decisions that strengthen retention, improve satisfaction, and drive sustainable growth.

What You’ll Do

Customer Lifecycle Analytics

Analyze the end-to-end customer lifecycle (from onboarding to activation to engagement to retention).

Identify key drivers of activation, adoption, and churn.

Monitor customer behavior and usage patterns across the platform.

Retention & Engagement Optimization

Deliver insights to improve customer retention, utilization, and frequency of use.

Partner with product and customer teams to identify friction points and opportunities in the user experience.

Support strategies to increase customer lifetime value (LTV).

Customer Segmentation & Insights

Develop and maintain customer segmentation frameworks (behavioral, cohort-based, value-based).

Identify high-value and at-risk customer segments and recommend targeted actions.

Conduct cohort and longitudinal analyses to understand customer trends over time.

Dashboards & Reporting

Build and maintain dashboards and reporting frameworks across the customer management value chain.

Ensure stakeholders have clear visibility into key metrics (activation rates, retention, engagement, churn).

Standardize definitions and metrics across teams.

Cross-Functional Collaboration

Partner with product, customer success, and growth teams to align on KPIs and priorities.

Work with data engineering to ensure accurate tracking and data availability.

Communicate insights and recommendations clearly to both technical and business audiences.

Qualifications: What You Bring

Strong analytical and problem-solving skills

5+ years of experience in data analytics, preferably in product, customer, or lifecycle analytics

Strong proficiency with data analysis tools and experience working with large datasets

Strong understanding of customer lifecycle metrics (activation, retention, churn, engagement)

Experience with cohort analysis and segmentation

Ability to leverage AI tools (e.g., Claude, ChatGPT) as a force multiplier to improve speed, quality, and impact of work.

Preferred

Experience in fintech, payments, banking, or lending

Experience with customer experience mapping

Experience with process engineering frameworks (LEAN, Six Sigma, etc.)