Data Analyst – Customer Experience & Product Insights

About the position Are you passionate utilising data to enhance customer experience? We're looking for a Data Analyst who wants to lean into the why, not just the what. You'll shape how IDEXX understands customer behavior, software adoption, and the Point-of-Care (POC) customer journey, turning data into decisions that drive product strategy. This is an exciting, brand new role here at IDEXX! This role will be hybrid in our Westbrook, ME office. As part of our Point-of-Care analytics team, you'll sit at the intersection of user behavior, product health, and device connectivity. You'll translate complex telemetry and customer interactions into insights that influence product strategy, enhancements, and customer experience improvements. Using tools like Heap, you'll uncover how customers navigate our products, identify friction points, and connect product usage patterns to support issues. You'll collect, analyze, and interpret customer feedback from multiple channels (surveys, NPS, support tickets, call logs, digital behavior) and translate it into clear, actionable insights for leadership and business partners. You'll join a full-service analytics team with high visibility across the organization. We handle everything from data modeling to measurement strategy and business insight generation. You'll partner closely with Product, Software Engineering, and UX teams to align insights with business objectives and execution. You'll be our first dedicated CX/Product analyst on the team, building this capability from the ground up. As we scale, we expect you to go deep in priority areas first and then expand your scope as the foundations mature. Responsibilities • Shape how we measure product performance and user experience across the POC ecosystem by creating event taxonomies, user metrics, and KPIs that are clear, consistent, and guide product and customer experience decisions. • Analyze user journeys, conversion funnels, and drop-off points to identify friction and recommend improvements to the product and user experience (UX). • Develop a cross-product view of the customer journey spanning software, devices, and support channels, starting with the highest-impact workflows and expanding over time. • Partner with Software Engineering to translate device connectivity and instrument health data into meaningful Product and CX KPIs, including error rates, connectivity uptime, reliability indicators and funnel analysis. • Link product usage patterns to support trends (case volume, issue drivers, escalation patterns) to surface root causes and prevention opportunities. • Build actionable customer segments that combine technology stack and behavioral characteristics to support targeted marketing, product rollout, and change management strategies. • Support experimentation by partnering with Product and UX to shape success metrics, develop measurement plans, and evaluate outcomes with A/B tests where possible, or quasi-experimental and observational approaches when appropriate. • Synthesize behavioral analytics with qualitative signals (in-app feedback, surveys, interviews) to deliver a comprehensive view of customer experience. • Communicate insights clearly and compellingly to Product, R&D, UX, Marketing, and leadership stakeholders. Requirements • Self–Starter — Self-directed and proactive, with a strong sense of ownership and accountability. Comfortable operating in ambiguity and fast-paced environments with evolving priorities. • Cross-Functional Collaboration — Demonstrated ability to partner effectively across Product, Operations, Customer Success, and other stakeholders to align insights with business objectives and execution. Experience operating in enterprise-scale or matrixed organizations and influencing CX strategy through data-driven storytelling and cross-functional alignment. • Behavioral Analytics Expertise — Proficiency with Heap or hands-on experience with other CX analytics or Voice of Customer (VoC) platforms (Amplitude, Pendo) with a willingness to become a Heap expert quickly. Demonstrated ability to analyze and interpret large, multi-source datasets (including survey, behavioral, and sentiment data) to generate actionable insights. • Technical Proficiency — Advanced SQL and Python for data manipulation. R experience is a plus. Experience working with cloud data warehouses (Snowflake, Redshift, etc.). • SaaS / IoT Experience — Experience analyzing software adoption, installed base, and/or connected device metrics. • Metric Definition & Experimentation — A track record of creating new KPIs from scratch and designing measurement plans for experiments (A/B tests, quasi-experimental approaches, or observational studies). • Visualization and Communication — Proficiency in data visualization tools, including Tableau, Power BI, or Looker with a portfolio or examples of published dashboards or insights reports. Present findings and recommendations in a clear, compelling way to both technical and non-tec