Digital Customer Insights Analyst
About The Position
We are looking for a customer-obsessed Digital Voice of Customer Analyst to join our growing team. This position will report into the Sr. Manager UX Research & Digital Voice of Customer. You would be the first dedicated voice of customer analyst to join the UX Research & Digital Voice of customer team and will work closely with your manager and collaborate with UX Researchers and other members of the UX Team. You will also work cross-functionally with other key partners in Product, Technology, Customer Care, Store and Services. You will help champion the digital VoC strategy and encourage positive change for our customers. Responsibilities will include but are not limited to: Monitor and analyze customer feedback across digital touchpoints (web & mobile app) Synthesize qualitative and quantitative trends and translate into clear insights & recommendations Produce recurring monthly and quarterly Digital VoC reports, including KPI tracking, trend analysis, and storytelling to effectively communicate impact on the customer experience Respond to ad-hoc requests from cross-functional partners Build dashboards and visualizations Collaborate with key partners and teams such as: UX Research, UI designers, In-Store Experience, Customer Care, Product, Technology, and Business teams Continuously refine Digital Voice of Customer processes, frameworks, and reporting methodologies
Requirements
- 1-3 years of experience in a UX analyst, CX analyst, data analyst, or related role with knowledge/experience in User Experience
- Proven ability to translate qualitative and quantitative data into actionable insights
- Ability to think beyond surface-level data to understand the “why”
- Experience with customer feedback tools such as Medallia, Qualtrics, etc.
- Comfortable creating presentations and speaking with various audiences including executive leadership
- Strong collaboration & communication skills
Responsibilities
- Monitor and analyze customer feedback across digital touchpoints (web & mobile app)
- Synthesize qualitative and quantitative trends and translate into clear insights & recommendations
- Produce recurring monthly and quarterly Digital VoC reports, including KPI tracking, trend analysis, and storytelling to effectively communicate impact on the customer experience
- Respond to ad-hoc requests from cross-functional partners
- Build dashboards and visualizations
- Collaborate with key partners and teams such as: UX Research, UI designers, In-Store Experience, Customer Care, Product, Technology, and Business teams
- Continuously refine Digital Voice of Customer processes, frameworks, and reporting methodologies
Benefits
- Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
- On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
- “Top Dog” gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
- “Sit & Stay” Café serving fresh breakfast and lunch options, snacks, & more
- “Lil Paws” NAEYC-accredited onsite childcare facility providing high-quality early education
- Paid Volunteer Opportunities to spend time doing good for causes close to heart
- Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
