Principal Customer Experience Analytics and Consultant

Position Summary:

The Principal Customer Experience and Analytics Consultant is responsible for working with customers to ensure their desired outcomes when using company products and services.. This role will engage and manage external strategic partners and resources to develop and conduct primary research, synthesize learnings from secondary sources, and extract insights from MeridianLink’s ongoing customer feedback program to address key strategic business issues. The Principal Customer Experience and Analytics Consultant will sponsor the Customer Advisory Board, leveraging its insights alongside other feedback sources to provide actionable recommendations that drive business outcomes for MeridianLink. The role will play a critical part in supporting MeridianLink’s operating model by embedding customer perspectives into strategic planning, AI adoption, and operational governance.

Expected Duties:

• Principal Customer Experience and Analytics Consultants will shape and align MeridianLink’s measurement program strategy and key deliverables

• Expected to integrate Voice of Customer (VoC) data into core platforms (Salesforce, Gainsight, Smartsheet, Knowledge Base) for unified reporting and executive visibility.

• Responsible for creating board-ready dashboards and reports that synthesize insights and highlight performance trends.

• Principal Customer Experience and Analytics Consultants will support AI initiatives by identifying customer pain points, feedback loops, and adoption challenges.

• The role will conduct ongoing qualitative and quantitative customer feedback analysis, including methodologies such as NPS and OSAT, to deliver actionable insights.

• Expected to collaborate cross-functionally and with external partners to monitor data quality and optimize customer-centric strategies.

• Responsible for monitoring sentiment across social channels and third-party review sites, reporting key findings and recommendations.

• Principal Customer Experience and Analytics Consultants will stay current with industry trends and best practices to ensure MeridianLink remains competitive in the market and consumer insights

Qualifications: Knowledge, Skills, and Abilities

This role will be internally recognized as an SME in the subject area. The role will perform all aspects of the role independently and focus on highly complex and highly impactful aspects of the role that may include long-term planning and objectives to align with MeridianLink's goals. The Principal Customer Experience and Analytics Consultants will maintain a deep knowledge of regulations and stay abreast of all regulatory changes relevant to the industry and organization.

• Ability to conduct complex, important work under minimal supervision and with wide latitude for independent judgment

• Analytical skills with the ability to deliver high-quality reporting across all buyer and user touchpoint journeys

• Ability to assess unusual circumstances and use sophisticated analytical and problem-solving techniques to identify the cause

• Ability to work on problems of diverse scope where analysis of information requires evaluation of identifiable factors and devises solutions based on limited information and precedent, and adapts existing approaches to resolve issues

• Ability to adapt style to differing audiences and advise others on difficult matters

• Bachelor’s Degree and 6-8 years of relevant experience