Customer Insights Specialist

Metrc LLC•Lakeland, FL

just now•Remote

About The Position

Metrc is the most trusted and experienced provider of cannabis regulatory systems in the United States and is growing extremely rapidly to expand globally. We provide a solution that combines advanced software, radio-frequency identification (RFID) technology, a dedicated customer-support team, and a secure database to track and trace cannabis from growth, harvest, and processing to testing, transport, and sale. As a Customer Insights Specialist, you will have the opportunity to thrive in a fast-moving, fluid environment, and be passionate about implementing change, great processes and procedures in a commercial setting at a fast-growing technology company. The Customer Insights Specialist will play a key role in capturing and analyzing the voice of the customer across multiple data sources including surveys, support cases, product usage, training outcomes, and other operational metrics. This role is responsible for uncovering trends, connecting insights across datasets, and packaging them into clear, actionable findings that inform business decisions. The Specialist will balance building dashboards and models with providing timely answers to ad hoc questions, ensuring leaders have the context they need to understand customer sentiment, identify friction points, and measure the impact of changes over time.

Requirements

Ability to identify trends and translate them into clear, actionable insights that resonate with different audiences
Strong analytical and critical thinking skills, with the ability to connect disparate datasets and uncover meaningful patterns
Proficiency in Excel and other data analysis tools
Experience with data visualization platforms (e.g. Tableau)
Experience with CX platforms such as Medallia, Qualtrics
Familiarity with CRM/support systems (e.g., Salesforce)
Experience in building dashboards to analyze and interpret product usage or behavioral data (e.g. Pendo)
Curiosity and initiative to explore new data sources, identify emerging questions, and propose new ways of measuring customer experience
Comfort collaborating across functions (Support, Product, Training, Data) and packaging findings for senior communication
Comfort working with evolving data structures and imperfect datasets in a scaling SaaS environment

Responsibilities

Embodies Metrc’s Leadership Principles
Own administration, configuration and governance of CX feedback platforms
Partner with the CX Manager in survey design, segmentation strategy and feedback taxonomy to ensure analytical clarity and data integrity
Deliver timely, accurate reporting and insights that connect customer feedback, operational data, and product usage to business outcomes
Support ad hoc and executive analysis requests with speed, clarity and structured thinking
Operate with urgency in a fast-paced environment balancing structured reporting with rapid-response analysis for executive and cross-functional needs
Analyze product usage and behavioral data (e.g. Pendo or similar) to identify friction, adoption gaps and enablement opportunities
Generate actionable insights across surveys, support cases, product and product use data, and training outcomes that inform decisions and can be tied to measurable impact
Build and maintain dashboards and visualizations that make insights accessible and actionable for functional leaders
Package insights into briefs and recommendations for the Manager, CX Programs, to communicate at the leadership/executive level
Define and track success measures for CX insights initiatives, providing visibility into measurable business impact
May perform other additional duties and responsibilities as assigned