Senior Client Experience Analyst

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Setton Industries Inc.

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2024

🚀 Aerospace

Aerospace • Manufacturing • Consulting

Setton Industries Inc. is a company that empowers businesses through innovative manufacturing consulting and precision modeling solutions. With extensive experience in the space industry and deep manufacturing knowledge, they provide services that include work instruction creation, training generation, 2D drafting, and 3D modeling. Their small and nimble organization allows them to offer lower costs to clients while focusing on improving metrics such as rate, efficiency, cost, and quality.

📋 Description

• Own analysis of client sentiment and performance data across NPS, CSAT, churn, renewals, support interactions, onboarding metrics, and account health. • Identify systemic breakdowns, recurring experience failures, and emerging risk patterns across segments. • Develop and maintain a prioritized view of top experience risks and opportunities. • Conduct root cause analyses that move beyond symptoms to underlying operational drivers. • Design and evolve the client experience measurement framework, including leading indicators of retention and expansion. • Define and refine client health scoring methodologies. • Partner with leadership to ensure experience metrics are tied directly to revenue performance. • Quantify the financial impact of experience improvements and failures. • Build dashboards and executive-level reporting that translate complex data into clear business implications. • Present findings and recommendations to senior leaders with confidence and clarity. • Influence cross-functional priorities based on client insight and data-backed evidence. • Ensure experience standards and journey metrics are visible and actionable across the organization. • Partner with Sales, Account Management, Product, Marketing, and Operations to improve key lifecycle stages (handoff, onboarding, engagement, renewal). • Support design and measurement of experience pilots and improvement initiatives. • Monitor adoption and effectiveness of playbooks, standards, and tools. • Lead postmortems on major client issues and ensure systemic follow-through. • Maintain direct exposure to client reality through call reviews, written communication audits, and qualitative feedback analysis. • Synthesize qualitative and quantitative insights into actionable recommendations. • Ensure client perspective remains central in strategic discussions.

🎯 Requirements

• Bachelor’s degree in Business, Marketing, Communications, Organizational Leadership, Human Centered Design, Psychology, or a related field—or equivalent practical experience. • 5–8+ years of experience in analytics, strategy, operations, consulting, or customer-focused roles • Demonstrated ability to influence cross-functional leaders without direct authority • Strong experience building measurement frameworks and executive-level dashboards • Advanced analytical capabilities (BI tools, CRM data, financial analysis) • Proven ability to connect experience metrics to revenue and operational outcomes.

🏖️ Benefits

• 100% employer-paid medical, dental, and vision insurance • Flexible paid time off, so you can rest, relax, and recharge away from work • Paid parental leave • Paid cell phone and service • Remote office allowance • Professional development and development courses • Regular manager check-ins to drive performance and career growth through Lattice