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About the position
This role is focused on leading the customer insights efforts for the company, including managing Net Promoter Score, customer research, surveys, and quantitative data. The responsibilities include mapping out the customer journey, conducting feature tests and brand studies, analyzing qualitative feedback, and translating data-driven findings into measurable insights. The role also involves creating summary presentations for senior leadership, informing business cases, building relationships with employees and customers, and enhancing the customer experience. A bachelor's or master's degree in a related field and relevant experience in data analysis or consumer insights are required. The position reports to the Senior Director of Corporate Strategy.
- Lead the company's customer insights efforts through management of Net Promoter Score, Public Reviews, Primary and Secondary Customer Research and Surveys, and Quantitative Data.
- Establish the strategy and process for collecting, tracking, and monitoring Net Promoter Score (or other CSAT metrics).
- Execute the CSAT metric strategy and ensure our NPS remains at industry-leading levels.
- Map out the customer journey for all products, recognizing important touch points to collect customer feedback and identifying gaps.
- Conduct feature test and brand studies to identify what customers care about, and how those can translate into product and feature enhancement ideas.
- Perform analysis of qualitative feedback captured in customer surveys, project surveys, internal surveys, focus groups, agent phone calls and more. Perform root cause analysis on data to determine if findings are human, product- or process-related.
- Translate data-driven findings into measurable insights and communicate them with business partners.
- Create summary presentations for senior leadership, including the CEO, on a quarterly basis to share findings and suggest growth ideas and the roadmap for the company.
- Create and inform business cases to guide Product/Partnership strategy and fuel decision-making. Be the lead and liaison for any third-party research projects, representing the customer perspective.
- Build relationships with all employees (regardless of level and department) and directly with our customers and collaborate with functional stakeholders to bring forward voice of the customer in all strategic decision-making.
- Help create concise customer experience policies and procedures. Work with Product and User Research to plan, design, and test ideas. Find opportunities to enhance our customer experience and make our communications related to NPS and public reviews more efficient and timelier. *Remote work is permitted.
- Bachelor's degree in Communications, Marketing, Marketing Analytics, Data Analytics, Economics, or a related field
- 3 years of relevant experience as a Data Analyst, Business Analyst, Consumer Insights Analyst, or in a similar role
- Alternatively, a Master's degree in Communications, Marketing, Marketing Analytics, Data Analytics, Economics, or a related field and 1 year of relevant experience
- Experience conducting primary and secondary consumer and market research
- Experience analyzing large datasets and generating reports/building dashboards
- Experience translating data insights into recommendations for the business
- Experience managing cross-functional teams
- Experience with internal and external communications
- Experience with email marketing
- Experience with survey building and analysis
- Experience with vendor management and due diligence
- Experience with customer satisfaction scores and initiatives
- Flexible remote environment
- 401(k) matching program
- Flexible paid vacation
- Medical benefits
- Dental and vision coverage
- Tuition reimbursement
- Monthly meditation and yoga classes
- Access to all LinkedIn Learning courses
- Fringe lifestyle benefits platform
- Casual dress code
- Equal opportunity employer
- Inclusion of all qualified individuals
- Reasonable accommodations for persons with disabilities