Senior Business Analyst - Customer Experience

BillGO is seeking a Senior Business Analyst to drive data-informed decision making across BillGO Exchange. This role will support acquisition and customer management analytics, helping drive insights and optimizations.

You’ll partner closely with BillGO Exchange leadership, marketing, customer experience, product, and growth teams to analyze acquisition performance, understand customer behavior, identify opportunities to improve the customer experience, and deliver insights that increase acquisition, retention and lifetime value. This role plays a key part in ensuring BillGO not only acquires customers—but keeps and grows them effectively.

💥 Why This Role Matters

This role is essential to BillGO’s because acquiring, retaining and growing existing customers is is critical to BillGO’s long-term success. By turning complex performance marketing data into actionable insights, this role directly impacts how effectively we attract and convert new customers. At the same time, providing clear insights into customer behavior and lifecycle performance enables the organization to improve engagement, reduce churn, and maximize lifetime value.

Without this role, acquisition efforts become fragmented or inefficient and opportunities to deepen customer relationships and optimize the experience may go unnoticed. With it, BillGO gains clear visibility into what drives growth, and can make smarter, more targeted decisions that strengthen retention, improve satisfaction, and drive sustainable growth.

🚀 What You’ll Do

Customer Acquisition & Lifecycle Analytics

• Identify business challenges and opportunities for improvement across performance marketing, acquisitions, activation, utilization, and retention
• Build models and analyses to understand lead targeting, customer acquisition cost (CAC), lifetime value (LTV), and payback periods.
• Analyze end-to-end acquisition funnel performance (impressions → clicks → conversions → activation).
• Develop insights to optimize audience targeting, segmentation, and channel mix.
• Analyze the end-to-end customer lifecycle (onboarding → activation → engagement → retention).
• Identify key drivers of activation, adoption, utilization, and churn.
• Deliver insights to improve customer retention, utilization, and frequency of use.
• Partner with product and customer teams to identify friction points and opportunities in the user experience.

Customer Segmentation & Insights

• Develop and maintain lead & customer segmentation frameworks (behavioral, cohort-based, value-based).
• Identify high-value and at-risk customer segments and recommend targeted actions.
• Conduct cohort and longitudinal analyses to understand customer trends over time.

Experimentation & Test Design

Business Analyst

Role Description

• Partner with marketing and product teams to design and measure A/B tests and experiments.
• Test different engagement & retention strategies to increase lifetime value (LTV)

Data & Reporting

• Create and maintain dashboards and reporting frameworks across the acquisition and customer management value chain.
• Monitor and report on campaign performance across channels (paid search, paid social, display, affiliates, etc.).
• Ensure stakeholders have clear visibility into key metrics

• Translate complex data into clear, actionable insights for stakeholders.

Cross-Functional Collaboration

• Partner with product, customer success, and growth teams to align on KPIs and priorities.
• Work with data engineering to ensure accurate tracking and data availability.
• Communicate insights and recommendations clearly to both technical and business audiences.