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Sentiment Analytics Manager, Customer Experience
3 months ago
At HelloFresh, we want to change the way people eat forever by offering our customers high-quality food and recipes for different meal occasions. Over the past 10 years, we've seen this mission spread around the world and beyond our wildest dreams. Now, we are a global food solutions group and the world's leading meal kit company, active in 18 countries across 3 continents. So, how did we do it? Our weekly boxes full of exciting recipes and fresh ingredients have blossomed into a community of customers looking for delicious, healthy, and sustainable options. The HelloFresh Group now includes our core brand, HelloFresh, as well as: Green Chef, EveryPlate, Chefs Plate, Factor_, and Youfoodz.
You will_
- Deliver customer behavioral data analytics with granular insights, bringing consumer perspective to company strategy
- Develop “insights playbook” for winning concepts and build out processes to quickly scale those concepts
- Be the thought leader on creation of data models and visualizations that depict trends in customer insights, such as: drivers of NPS or drivers of CSAT
- Produce analytics reports and data visualization dashboards to enable business stakeholders to understand actionable insights coming out of data
- Partner with our Data Science team to continuously improve the accuracy and efficacy of our topic modeling algorithms used in text mining and analytics
- Identify gaps in our data types or data sources and develop new ways to collect the data we need to fully understand the sentiment of our customers
- Support continuous improvement projects, product launches and various pilots for the customer insights function by providing clear, concise, and relevant data, reporting and dashboards
- Synthesize and share key findings from data findings with business leaders and stakeholders
- Manage and design the reporting environment, including data sources, security, and metadata
- Create appropriate documentation that allows team members to understand the steps of the data analysis process and duplicate or replicate the analysis if necessary
- Lead all ad-hoc projects and other tasks for the business
- You are _
- A Critical Thinker - You use logic and data to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and provide easy to interpret actionable in to stakeholders for decision-making
- Customer obsessed - You have an absolute passion for ensuring a great customer experience with every contact. You can proactively identify and investigate potential areas of opportunity in the customer journey with independence.
- Engaged Analytical Thought Partner - You are excited about partnering with stakeholders to figure out how analytics can solve problems. You are skilled in translating business needs and questions into data analysis visions to execute.
- Tactical Problem Solver - You have experience boiling down large scope data problems into measurable and achievable blocks of work. You have the foresight to identify and mitigate potential roadblocks. You can identify and work on the most important problems first and present solutions while thinking about contingency plans.
- Clear and concise communicator - You know how to communicate complex concepts effectively and concisely and are comfortable presenting complex topics and datasets in a concise and digestible manner to all levels of the organization including Directors, VPs and SVPs.
- You have..._
- A minimum of 4-5 years of advanced data analytics and insights experience
- Proven success working with large, complex, and unstructured data sets
- Fluency in writing SQL, Python/R to query and manipulate datasets
- Proficiency in creating effective visualizations using visualization software, like Tableau, Power BI or Looker
- Proficiency in Google and Microsoft tools including Word/Documents, Excel/Sheets, PowerPoint/Slides
- Expertise with market leading text analytics tools (e.g. Medallia, Qualtrics) a plus
- Bachelor's degree required (Business, Mathematics, Statistics Computer Science, Information Technology Analytics, concentrations preferred)
- This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
- Prolonged periods working at a desk and on a computer
- Reading information on a computer screen and inputting data into a computer system
You’ll get
- Competitive salary, 401k with company match that vests immediately upon participation, and company equity plan based on role
- Generous PTO, including sabbatical, and parental leave of up to 16 weeks
- Comprehensive health and wellness benefits with options at $0 monthly, effective first day of employment
- Tuition reimbursement for continuing education
- Up to 75% discount on subscriptions to HelloFresh meal plans (HelloFresh, Green Chef, Everyplate, and Factor_)
- Access to 7 different Employee Resource Groups (ERGs) including those for BIPOC, women, veteran
