Senior Product Data Analyst

Hi, I'm Will, Head of Analytics at Customer.io. I'm looking for a new senior data analyst/analytics engineer to join our team supporting our Product organization with a particular focus on supporting our Product-Lead-Growth (PLG) initiatives and other Product team-driven priorities!

As a member of our Analytics team, we'll work together to curate our data, uncover insights, and create dashboards. By helping stakeholders across our team understand how each element of the business is operating, you'll help us move smarter and faster.

You'll be a consultant and trusted advisor to folks across our functional teams, but particularly focused on supporting our Engineering, Product, and Design (EPD) org as they work to improve our product and our customers’ experience. While data helps inform many decisions at Customer.io, it’s one factor alongside other things like customer research, our experience, and intuition. You won’t find us running experiments to figure out which of 50 shades of blue is the best one for a button color! You'll be helping us make decisions that matter.

A bit about how we work...

We get data into our Snowflake warehouse though a mix of scalable SaaS ETL tools (Stitch, Customer.io’s Data Pipelines) and engineering-managed data pipelines for data originating from our production systems. We curate that raw data into an analytics layer using dbt and then build charts and dashboards on top of that layer in Sigma or build Mixpanel dashboards based on product usage events. Sometimes we'll take that data into Sheets to build a forecast or pipe it into a specialized tool for more exploration. We're always interested in exploring new ways to unearth insights.

As our new Senior Product Data Analyst, you will...

• Own our Product Analytics data catalogue and work with various EPD squads to ensure we’re tracking the right things in the right way to generate valuable insights.
• Review our PLG customer journey, the data we have available, inclusive of quality, and make a plan to improve data quality and comprehensiveness to deliver a clean PLG channel dashboard and funnel.
• Study our existing product analytics and usage data to align the team around specific “aha” moments that drive desired outcomes and metric definitions for those outcomes. You would then use these findings and metrics to, for example, work with our Growth squad to devise a series of experiments to decrease time to aha for newly onboarding self-serve customers.
• Work with our Growth squad to create a framework for managing experiments within the PLG funnel and provide recommendations around the team’s experimentation calendar and specific experiments.
• Work with various EPD squads to understand the impacts of changes to the product experience on outcomes like retention and customer experience or input metrics that drive those outcomes.
• Solve other data problems for the company as-needed.

You are...

• An independent problem-solver, but aren’t afraid to ask for help or collaboration when you need to.
• Curious, inquisitive, and constantly seeking to understand how things work.
• Capable of digging through the weeds to find a nugget of insight, but willing to step back before you've lost a week to a fruitless search.
• Empathetic and able to put yourself into the shoes of your stakeholders to better understand what they care about and help them answer the questions they may not yet know they need to ask.
• You know how to build and maintain clean, intuitive datasets that will enable you to answer new questions quickly and accurately.
• A strong communicator - particularly in written form since clear writing will be important to sharing your insights with others across our distributed team.
• Based in UTC -4 to -7 (North or South America) to maximize working hours overlap.

What we're looking for

• 6+ years of data analysis experience, leveraging descriptive and predictive data techniques
• 4+ years of experience focused on feature and usage metrics, A/B testing, conversion and retention, segmentation, and developing user archetypes and their usage patterns
• 2+ years of experience supporting product teams
• 2+ years of experience uncovering data insights to form hypothesis, designing product experiments, evaluating results and making recommendations
• Multiple years of experience working with Product Analytics tools like Mixpanel and Amplitude and a point of view on what belongs there vs a general purpose BI tool.
• An exceptional story-teller who can communicate complex analyses in digestible ways to a non-technical audience.
• Someone who will help business leaders and EPD squads see around corners and drive impactful change to the business.
• Fluency in SQL to query and dbt to transform data.

Ideally, but not required...

• You’ve used tools in our stack like: dbt, Mixpanel, Snowflake, Sigma, Stitch Data, Customer.io Data Pipelines or Paradime.
• You’ve worked with data from CRM tools like Salesforce or Salesloft.
• You’ve worked with data from payment applications like Stripe or Ordway.

About Customer.io

Our mission at Customer.io is to power automated communication that people like to receive. Today over 7,500 internet businesses use Customer.io to manage, send, and track the performance of emails, SMS, push notifications, and in-app messages. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

We are offering a starting salary of $140,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

Benefits at Customer.io include:

• Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 16 weeks paid parental leave (including adoption and foster care)
• 100% paid insurance premiums for you and your dependents
• 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions
• $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment)
• $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs
• $300/month co-working space rental reimbursement
• $2,000/yearly professional education budget for conferences, courses, workshops, books, etc.
• $1,500 home office budget to make sure your working space is ergonomic and just what you need to do your best work!
• One month sabbatical after five years at Customer.io
• We also have opportunities to meet in person with your peers throughout the year

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Join us!

Check out our careers page for more information about why you should come work with us! We are passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness and are looking for new coworkers to share and build that passion!

How to apply

Apply at the link below and tell us why you're interested in the position! We aim to respond to all applicants with a status update about your application, provided no technical issues or other limitations prevent us from doing so. Please keep an eye on your email for updates.

At Customer.io, we prioritize authentic interest and applications in our hiring process. To ensure fairness and integrity, the use of AI or automation during interviews or assessments is prohibited. Candidates who do not adhere to this will be removed from consideration.

Here's what you can expect from our hiring process:

1. 30-minute video call with a Recruiter
2. 45-minute video call with the Hiring Manager
3. 45-minute video call with two potential peers
4. Take-Home Assignment & Review Call with the team
5. 45-minute video call with two potential stakeholders