Consumer Insights Analyst

Fashionphile • Lehi, UT

6d • Hybrid

About The Position

The Consumer Insights Analyst supports FASHIONPHILE’s Voice of the Customer (VoC) infrastructure, turning client interactions into statistically defensible insights that inform decisions across CX leadership, Digital, Marketing, Retail, and Operations. The role develops and maintains survey and sampling strategies, analyzes customer feedback and digital behavior, maps client journeys, and produces monthly reports with actionable recommendations for executive audiences.

The analyst owns CSAT and NPS measurement across key journey moments and maintains FASHIONPHILE’s Qualtrics environment, including dashboards, Text IQ, XM Directory, and automated workflows. The role also partners with Data Science on segment migration and loyalty measurement. The position is hybrid in Carlsbad, California, or Lehi, Utah, and is intended for someone within commuting distance of either location. FASHIONPHILE reasonably expects to pay $75,000–$95,000; actual compensation varies based on location and candidate qualifications and experience.

Requirements

• 3–5 years of experience in CX analytics, Voice of the Customer, customer research, or a closely related insights role.
• Fluency with Qualtrics, including building role-specific CX dashboards with drill-down, filtering, and benchmarking; Stats IQ integration with Text IQ; crosstabbing verbatims by segment, channel, or touchpoint; building text-based alerts; response weighting and data cleaning; and survey logic design involving 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 as living artifacts used by cross-functional teams.
• Strong quantitative fluency, including comfort with 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 data into an executive summary that prompts 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, and able 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, with an understanding of the nuances of a luxury client experience; experience in a two-sided or circular business model is especially relevant.

Responsibilities

• Support ongoing improvements to the end-to-end Voice of the Customer program, including survey 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 journey moments.
• Conduct trend analysis, statistical significance testing, and driver analysis to identify factors influencing customer scores.
• Use Quantum Metric to review session replays, quantify digital experience opportunities, identify rage clicks, drop-off points, and friction patterns, and correlate findings 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 audiences, using a consistent framework for trend, driver, and root cause analysis.
• Analyze causes of escalations, refunds, and low-CSAT moments using methods such as thematic coding of verbatims and cohort comparison, then develop 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 a generous match 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