Senior Customer Insights Analyst

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Come work at a place where we take pride in creating a workplace environment that values hard work, commitment, and growth.

Job Description:

Education:

• Bachelor's degree in marketing, business, psychology, sociology or related field required
• Master's degree in business, marketing research, sociology or psychology preferred

Work Experiences:

• 3+ years customer insights, marketing research or other relevant experience

Skills:

• Be a customer insights subject matter expert and demonstrate ability to communicate insights to executive-levels across the organization
• High empathy to see the world through the customers' eyes
• Acts as an advocate for customer in the interest of building a customer-centric culture
• Experience managing all phases of quantitative research design, survey programming, data collection, analysis, and delivery of results
• Proven experience in research management
• Effective written and verbal communication skills, including demonstrated ability to explain and defend data analysis at all levels within the organization, including senior leadership
• Proven ability to adapt communication style to audience (both written & verbal)
• Experience completing in-depth analysis of structured & unstructured customer research data, identifying root cause of customer issues/pain points, and making recommendations on training opportunities, process improvements, and/or technology enhancements.
• Experience using survey platforms (such as Qualtrics), business intelligence programs (such as Tableau), and statistical software (such as SPSS) to analyze data
• Intermediate to advanced knowledge/use of business-related PC applications, such as Excel, Word, Outlook, and Power Point
• A keen, highly sharpened sense of curiosity
• Highly self-motivated, solutions-oriented, and proactive problem-solving
• Approaches conflicts as opportunities and perseveres in the face of uncertainty and setbacks
• Succinctly synthesize large data sets and provide strategic, actionable insights to stakeholders.
• Passionate advocate: drive continuous improvement strategies from a customer-first approach to meet business goals and grow the organization
• Must work independently, often without direct supervision, and must possess a high degree of initiative to find solutions while ensuring that work is completed on time and to the highest standards and while managing and prioritizing multiple project requests simultaneously
• Embrace diverse people, thinking and styles
• Great data visualization skills to help bring stories to life
• Thorough analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities to clients and the business in writing and verbally Ability to translate research into insights, informing projects with measurable impact on business, services and customer experience
• Strong understanding of statistical techniques such as correlation and regression

Bonus Skills and Abilities:

• Knowledge of/experience with Journey Mapping
• Knowledge of/experience with Voice of the Customer (VOC)

Responsibilities:

• Design and execute effective surveys across various platforms
• Analyze, report, and track information to identify data patterns and customer pain points.
• Uses multiple sources of data including structured and unstructured customer research, benchmarks, demographics and internal operational data
• Experience in analyzing unstructured data for rule-based categorization and sentiment analysis
• Engage in dialogue with stakeholders to understand the scope and impact of any potential causes or changes to the customer experience, aiding interpretation of insights
• Support manager and director with internal partner consultation, project coordination and execution, annual research and budget planning
• Represents the voice and needs of customers among internal partners
• Work with other teams to develop a holistic picture of the customer experience.
• Identify customer experience "moments that matter" scenarios and friction points
• Present compelling customer stories using data to include suggestions and recommendations based on thorough analysis and findings
• Demonstrate ownership and accountability of projects and activities
• Translate moderate to complex customer data into actionable insights and deliver to stakeholders in a prescriptive way
• Develop a thorough understanding of and follow Academy's policies, procedures, and safety rules
• Duties may change; team member may be required to perform other duties as assigned

Physical Requirements & Attendance

• Regular attendance required
• Flexible work schedule to support business needs
• Acceptable level of hearing and vision to perform job duties
• Adhere to company work hours, policies, procedures and rules governing professional staff behavior

Full time

Equal Employment Opportunity

Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law.