Customer Intelligence Analyst

We are looking for a highly analytical and curious Customer Intelligence Analyst who will help our teams better understand how customers experience our products.

This role goes beyond traditional reporting and analytics. The successful candidate will act as a Customer Reality Champion, connecting customer feedback, product usage data, operational signals, UX research insights, and validation findings into a clear and actionable understanding of customer experience.

The ideal candidate is not only skilled at working with data but also passionate about uncovering patterns, identifying meaningful signals, and helping teams make better decisions. They will collaborate closely with Product Managers, UX Designers, Engineers, Customer Success teams, and Experience Validation specialists to surface insights that improve customer outcomes and drive product decisions.

This role is critical to scaling Product Experience across the organization by transforming fragmented information into reusable intelligence that teams can leverage throughout the product lifecycle.

RESPONSIBILITIES AND DELIVERABLES

• Connect customer feedback, product usage data, operational signals, UX research findings, and validation insights into a unified intelligence view
• Design and maintain taxonomies, classifications, and information structures that enable consistent analysis across products and portfolios
• Extract, clean, combine, and analyze data from various sources including APIs, analytics platforms, operational systems, exports, and internal repositories
• Identify trends, patterns, experience gaps, adoption challenges, and opportunities across customer workflows
• Distinguish meaningful customer and product signals from noise, incomplete information, and collection artifacts
• Partner with UX, Product Management, Engineering, Customer Success, and Experience Validation teams to support evidence-based decision making
• Create repeatable approaches for organizing and scaling customer intelligence across portfolios
• Translate complex data and findings into clear, actionable recommendations for business and technical stakeholders
• Support experience measurement and validation initiatives through intelligence gathering and analysis
• Develop and maintain documentation, standards, definitions, and intelligence assets that improve organizational understanding
• Use AI-assisted tools to accelerate analysis and knowledge synthesis while maintaining appropriate quality controls
• Identify opportunities to improve how customer insights, experience data, and operational signals are captured and leveraged across the organization
• Contribute to post-release analysis and ongoing monitoring of customer experience outcomes

ORGANIZATIONAL ALIGNMENT

• Reports to the Senior Manager, User Experience
• Works closely with UX Designers, Product Managers, Engineers, Customer Success, Implementation teams, and Experience Validation specialists
• Partners closely with the PXV Enablement Specialist to support scalable validation and customer understanding practices
• Willing to work across time zones

QUALIFICATIONS

SKILLS & WORK TRAITS

• Strong analytical and critical thinking skills with the ability to identify meaningful patterns across multiple data sources
• Ability to create structure from ambiguous, incomplete, or inconsistent information
• Experience developing taxonomies, classifications, frameworks, or information models
• Excellent communication and documentation skills with the ability to translate findings into actionable insights
• Strong problem-solving skills and intellectual curiosity
• Self-starter who is comfortable working in a greenfield environment with evolving requirements
• Ability to collaborate effectively across Product, UX, Engineering, Customer Success, and Validation teams
• Comfortable navigating ambiguity and independently investigating problems
• Values-driven, curious, and proactive in identifying opportunities to improve customer outcomes
• Strong judgment and healthy skepticism when interpreting data and AI-generated outputs

TECHNICAL COMPETENCIES

REQUIRED

• Strong SQL skills for querying and analyzing data
• Experience using Python for data analysis, transformation, or automation
• Experience gathering and analyzing data from multiple systems and sources
• Ability to work with structured and semi-structured datasets
• Experience documenting findings, insights, and data definitions
• Familiarity with modern AI tools and AI-assisted workflows

PREFERRED

• Experience with Google Analytics, BigQuery, Gong, New Relic, Salesforce, ServiceNow, or similar platforms
• Experience with customer intelligence, product intelligence, or business intelligence initiatives
• Experience creating taxonomies, metadata models, knowledge structures, or information architectures
• Experience supporting AI, search, retrieval, or knowledge-management initiatives
• Enterprise SaaS experience
• Experience working with highly configurable, multi-tenant software platforms

EXPERIENCE REQUIRED

• 4+ years of experience in analytics, customer intelligence, product intelligence, business analysis, research operations, product operations, or a related field. Equivalent combinations of experience and demonstrated capability will be considered.
• Demonstrated experience transforming multiple data sources into actionable business insights
• Experience working directly with product, customer, or operational data
• Experience presenting findings and recommendations to cross-functional stakeholders
• Proven ability to independently investigate complex questions using qualitative and quantitative information
• Experience working in collaborative, cross-functional product organizations

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Intelex

Since 1992, Intelex Technologies, ULC. is a global leader in the development and support of software solutions for Environment, Health, Safety and Quality (EHSQ) programs. Our scalable, web-based software provides clients with unprecedented flexibility in managing, tracking and reporting on essential corporate information. Intelex software easily integrates with common ERP systems like SAP and PeopleSoft creating a seamless solution for enterprise-wide information management. Intelex’s friendly, knowledgeable staff ensures our almost 1400 clients and over 3.5 million users from companies across the globe get the most out of our groundbreaking, user-friendly software solutions. Visit www.intelex.com to learn more.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.

Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.