The Data & Customer Support Analyst is responsible for uncovering the drivers behind customer contract cancellations across S&P Global Market Intelligence. This role conducts structured interviews with internal Commercial teams and external customers to understand root causes, identify emerging themes, and translate qualitative feedback into actionable insights. The analyst synthesizes findings into clear recommendations that support retention strategies and operational improvements.
Key responsibilities include:
- Leading interviews with internal account teams and departing customers to gather detailed feedback on cancellation decisions.
- Analyzing qualitative and quantitative data to identify trends, root causes, and opportunities to improve customer experience and product value.
- Partnering closely with Commercial Operations and Reporting teams to validate insights, align on metrics, and integrate findings into dashboards and reporting frameworks.
- Creating clear summaries, presentations, and insights reports for senior stakeholders across Sales, Customer Success, and Product.
- Supporting continuous improvement initiatives by highlighting process gaps, product issues, or competitive pressures contributing to churn.
This role is ideal for someone who blends strong analytical skills with customer empathy, structured interviewing capabilities, and the ability to translate complex feedback into meaningful business recommendations.
