Customer Analytics - Insights Analyst

Role Description

As an Insights Analyst, you will join the Customer Analytics team which empowers informed, customer-centric decision-making by delivering reliable, insightful, actionable analytics to customer experience teams, product managers, and senior leaders to enhance the customer experience. As an Insights Analyst you are responsible for building a foundational understanding of our customers’ needs to guide decision-making. By developing, analyzing and interpreting customer metrics and operational KPIs, this role supports and advances the company’s customer-centric vision to improve CX from beginning to end.

Your focus will be on providing actionable insights to partners through a deep understanding of the customer experience with applied analytics techniques and business insights. This role isn’t just about performing analytics - it’s also about communicating insights to the business, telling a story with data that answers the “why” as well as the “what” to inform the business strategy.

This is an individual contributor role that requires exceptional analytical skills, bias toward action, strong collaboration and communication skills and a passion for customer experience.

Responsibilities

• Lead end-to-end Key Performance Indicator (KPI) reporting processes, including defining and developing high-impact metrics aligned to business strategy, building and maintaining stakeholder dashboards, driving monthly reviews with operational rigor, and providing context for emerging trends
• Serve as a thought partner and SME for data in specific CX or product areas, bridging the gap between technical and non-technical partners to drive continuous improvement, crafting clear actionable insights to make recommendations to the business
• Perform analytics deep dives that identify opportunities to improve customer experience across the business, from product pain points to assisted or scaled support experiences
• Partner closely with CX and CSO leadership to develop and execute an analytics strategy and roadmap of deliverables aligned to business goals
• Translate complex concepts into implications for the business via excellent communication skills, both verbal and written

Requirements

• 5+ years experience in a data-centric role
• Strong analytical and interpretive skills with the ability to distill copious amounts of data (qualitative, quantitative, secondary, etc.) into an insightful story with actionable recommendations for the business
• Significant experience working with large amounts of data (SQL) and a deep understanding of statistical analysis, common quantitative techniques like regression
• Experience in data visualization tools (e.g. Tableau) and with querying large data lakes (e.g. Databricks)
• Proven track record of being able to drive work independently and proactively engage with business stakeholders with minimal direction, navigating through ambiguity
• Ability to build strong relationships and work cross-functionally with stakeholders in a globally distributed team 
• Team player with a strong attention to detail and ability to meet tight deadlines
• Curious and analytical mindset, with the ability to create compelling narratives and actionable recommendations from their analyses
• Strong stakeholder management, up to VP level

Preferred Qualifications

• Bachelors or above in quantitative discipline (e.g. Statistics, Applied Mathematics, Economics, Computer Science, Engineering, or related field)
• Experience with Tableau, Databricks, and Snowflake
• Experience with Python/R and git
• Experience with surveys (design, creation, maintenance, analysis)
• Experience with customer experience data and web metrics

Compensation