About Harri:

Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First-driven individuals who want to exceed the expectations of those who experience our brand. 

If you’re a builder, or problem solver, and love the fast pace of a startup, it’s time to meet the Harri family.

Who you are:

As part of our CX transformation, we're hiring a Customer Experience (CX) Analyst to help us build a unified intelligence layer across our customer data ecosystem. You’ll be the driving force behind turning fragmented data, from Gainsight, Salesforce, Zendesk, product usage, finance systems and more, into actionable insights.

This role is designed for someone who thrives on making sense of messy data, loves connecting the dots between systems, and wants to help a fast-growing SaaS business be more customer-intelligent.

You won’t be managing a team, but you’ll be central to how we identify churn risk, measure value, enable proactive CS engagement, and create insights for executive reporting.

Key Responsibilities:

• Build and maintain a centralised customer dataset combining product usage, support history, billing status, and feedback
• Develop dashboards and scorecards to visualise customer health and engagement across all teams
• Analyse onboarding success, feature adoption, usage gaps, and churn patterns
• Create data triggers for CSM actions using Gainsight PX and CS, including playbooks and alerts
• Collaborate with Product, Finance, Support and Revenue to align reporting and insights
• Contribute to QBRs, board decks, value delivery snapshots, and VOC programmes
• Own the continuous evolution of our customer intelligence infrastructure
• Explore predictive models and automation for churn prevention and NRR growth

Experience and Skills:

• 2+ years in a CX analyst, customer insights, or data analyst role (preferably in SaaS or tech)
• Strong SQL skills and confidence working with spreadsheets and data models
• An understanding around data architecture and data structuring 
• Hands-on experience with BI tools such as Tableau, Looker, Power BI, or similar
• Familiarity with platforms like Gainsight, Salesforce, Zendesk, Snowflake, or equivalent
• Ability to communicate data clearly—turning insight into action, not just information
• Collaborative mindset with a focus on outcomes over outputs
• Bonus: understanding of hospitality or frontline work environments

About Harri:

Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First-driven individuals who want to exceed the expectations of those who experience our brand. 

If you’re a builder, or problem solver, and love the fast pace of a startup, it’s time to meet the Harri family.

Who you are:

As part of our CX transformation, we're hiring a Customer Experience (CX) Analyst to help us build a unified intelligence layer across our customer data ecosystem. You’ll be the driving force behind turning fragmented data, from Gainsight, Salesforce, Zendesk, product usage, finance systems and more, into actionable insights.

This role is designed for someone who thrives on making sense of messy data, loves connecting the dots between systems, and wants to help a fast-growing SaaS business be more customer-intelligent.

You won’t be managing a team, but you’ll be central to how we identify churn risk, measure value, enable proactive CS engagement, and create insights for executive reporting.

Key Responsibilities:

• Build and maintain a centralised customer dataset combining product usage, support history, billing status, and feedback
• Develop dashboards and scorecards to visualise customer health and engagement across all teams
• Analyse onboarding success, feature adoption, usage gaps, and churn patterns
• Create data triggers for CSM actions using Gainsight PX and CS, including playbooks and alerts
• Collaborate with Product, Finance, Support and Revenue to align reporting and insights
• Contribute to QBRs, board decks, value delivery snapshots, and VOC programmes
• Own the continuous evolution of our customer intelligence infrastructure
• Explore predictive models and automation for churn prevention and NRR growth

Experience and Skills:

• 2+ years in a CX analyst, customer insights, or data analyst role (preferably in SaaS or tech)
• Strong SQL skills and confidence working with spreadsheets and data models
• An understanding around data architecture and data structuring 
• Hands-on experience with BI tools such as Tableau, Looker, Power BI, or similar
• Familiarity with platforms like Gainsight, Salesforce, Zendesk, Snowflake, or equivalent
• Ability to communicate data clearly—turning insight into action, not just information
• Collaborative mindset with a focus on outcomes over outputs
• Bonus: understanding of hospitality or frontline work environments