Consumer Insights Analyst

FASHIONPHILE • Austin, TX

1d • $75,000 - $95,000 • Hybrid

About The Position

The Consumer Insights Analyst supports FASHIONPHILE’s Voice of the Customer (VoC) infrastructure, developing surveys and sampling strategies to turn client interactions into statistically defensible insights that guide decisions across CX leadership, Digital, Marketing, Retail, and Operations. The role produces monthly insights reports and supports improvements across the end-to-end VoC program, from survey design and data collection through analysis, recommendations, storytelling, and reporting.

The analyst owns CSAT and NPS measurement across key client journey moments, uses digital experience analytics to identify friction, maintains journey maps, analyzes escalations and low-satisfaction experiences, and partners with Data Science on segment migration and loyalty measurement. The role also maintains and optimizes FASHIONPHILE’s Qualtrics instance. The position is hybrid and intended for candidates within commuting distance of Carlsbad, California, or Lehi, Utah.

Requirements

• 3–5 years of experience in CX analytics, Voice of the Customer (VoC), customer research, or a closely related insights role.
• Experience with Qualtrics, including role-specific CX dashboards with drill-down, filtering, and benchmarking; Stats IQ integration with Text IQ; crosstabbing verbatims by segment, channel, or touchpoint; text-based alerts; response weighting and data cleaning; and survey logic such as branching, quota management, and trigger-based distribution.
• Working knowledge of digital experience analytics tools such as Quantum Metric or equivalent, with the ability to independently pull and interpret session replays to diagnose friction.
• Experience producing and maintaining journey maps that are used by cross-functional teams.
• Strong quantitative fluency, including descriptive and inferential statistics such as significance testing, correlation, and basic regression applied to survey and behavioral data.
• Strong data storytelling skills, including the ability to translate complex datasets into concise executive summaries that prompt action.
• Experience with BI tools such as Amazon QuickSight or Tableau, or equivalent, and journey mapping tools such as LucidChart or Figma, or equivalent.
• Detail-oriented, accuracy-focused, self-starting approach and ability to build in ambiguity.
• Deep client empathy.
• Within commuting distance of Carlsbad, California, or Lehi, Utah.

Nice To Haves

• Luxury, direct-to-consumer (D2C), or marketplace background, ideally with experience in a two-sided or circular business model.

Responsibilities

• Support ongoing improvements to the end-to-end VoC program, including survey instrument design, sampling methodology, trigger logic, data collection, statistical analysis, insight development, recommendation prioritization, data storytelling, and reporting.
• Own CSAT and NPS measurement across post-purchase, post-appointment, post-quote acceptance, post-payout, and post-service moments, including trend analysis, statistical significance testing, and driver analysis.
• Use Quantum Metric to review session replays and quantify digital experience opportunities, identifying rage clicks, drop-off points, and friction patterns and correlating them with VoC data and CSAT signals.
• Maintain client journey maps across Shopper, Seller, and Circular (buy and sell) segments for use by CX, Digital, Marketing, Retail, and Operations teams.
• Identify high-friction and high-emotion moments across client journeys and connect them to VoC data and CSAT signals.
• Produce monthly CX reports with actionable insights for executive-level audiences, using a consistent framework for trend, driver, and root-cause analysis.
• Analyze root causes of escalations, refunds, and low-CSAT moments using structured methods such as thematic coding of verbatims and cohort comparison, then translate findings into prioritized, quantified recommendations.
• Partner with Data Science on segment migration analytics and loyalty program measurement, including cohort definition and attribution logic.
• Maintain and optimize FASHIONPHILE’s Qualtrics instance, including audience-specific dashboards, Text IQ tuning, XM Directory management, and automated workflow development.

Benefits

• Medical, dental, and vision coverage
• Flexible spending account options for medical, dependent care, and commuter benefits
• Paid time off, paid sick time, and paid holidays
• 401(k) with generous matching program
• Free life insurance and AD&D
• Long-term disability insurance
• Employee discount

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed