User Insights Analyst (Contract)

About Us:

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.

We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.

Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).

About The Role:

Notion users are passionate and highly engaged. Their feedback and support requests provide rich signal on how we can improve and iterate on Notion products, policies, and support. In this role, you will review and analyze customer support tickets, social posts, and other user signal to create regular and ad hoc insights reports in support of our Voice of the Customer program. The User Insights Analyst will engage directly with Customer Experience and product teams to inform how Notion builds and supports its 100 million users.

This is a contract role providing temporary coverage. We are looking for a 6-month minimum commitment.

What You'll Achieve:

• Analyze Customer Experience (CX) ticket data, social content, and other user signal to identify trends in user experience and sentiment
• Ship regular customer insight reports with actionable recommendations to improve product and support experiences
• Conduct targeted analysis of key satisfaction and contact drivers for CX organization
• Build relationships with key Engineering, Product, and cross-functional partners to influence roadmaps, fixes, and policies to improve user experience
• Develop a process for collecting frontline support agent insights to supplement quantitative analysis
• Identify opportunities to improve user insight labeling, tooling, and reporting

Skills You'll Need to Bring:

• 5+ years experience in Product Operations, CX Operations, Voice of the Customer, or other customer analytics-focused role
• Strong data reporting and analytics skills, including some SQL experience
• Demonstrated experience working with Customer Experience and/or Product Management functions
• Excellent written communication, including the ability to create compelling insights reports
• A user-focused mindset

Nice to Haves:

• Proficiency with tools such as Tableau, Hex, Zendesk, or Enterpret
• Familiarity with Notion

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.

Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in New York City, the estimated hourly range for this role is $76-86 / hour.

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