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Senior Customer Insights Analyst

2 months ago

Sunnyvale, California, United States Orangepeople Full time
Job Overview

As a Senior Customer Insights Analyst at OrangePeople, you will be integral to our global customer experience initiatives. Your role will focus on gathering and interpreting customer feedback to drive strategic enhancements and foster a customer-centric culture within the organization.

Key Responsibilities:
  • Oversee comprehensive analytics and reporting processes to improve product quality and user experiences.
  • Analyze customer feedback from diverse platforms, including social media, product reviews, and surveys, to identify trends and areas for enhancement.
  • Monitor social media for emerging trends and conduct in-depth analyses to uncover root causes of customer pain points.
  • Act as the voice of the customer by disseminating insights and collaborating with stakeholders to promote informed decision-making.
  • Develop and sustain effective reporting systems to track customer experience metrics and key performance indicators.
  • Integrate customer feedback with operational and behavioral data to provide a holistic view of product experience drivers.
  • Advocate for customer needs and influence corrective actions through detailed reporting and insights sharing.
  • Collaborate with cross-functional teams to design future products and services that align with customer expectations.
  • Present insights and recommendations to stakeholders and executives, ensuring customer perspectives are prioritized in strategic planning.
  • Assist in annotating content for machine learning model training.
Required Qualifications:
  • Minimum of 6 years of experience in data analytics, particularly in social media and product review analytics.
  • At least 3 years of experience in customer experience or insights analytics.
  • Proven ability to craft compelling narratives from diverse data sources to deliver actionable insights.
  • Experience in creating reports, visualizations, and dashboards for both technical and non-technical audiences.
  • Proficient in using social media analytics tools and conducting NLP analysis for qualitative data interpretation.
  • Strong SQL skills for managing large datasets.
  • Familiarity with text analytics tools, both query-based and AI-driven.
  • Demonstrated ability to work collaboratively across teams.
  • Exceptional data storytelling skills, with the ability to convey complex insights effectively.
Desired Qualifications:
  • Degree in Analytics, Marketing, Business, Statistics, Mathematics, Finance, Computer/Data Science, Engineering, or a related field.
  • Experience with social listening and text analytics tools.
  • Proficiency in visualization tools such as Tableau or PowerBI.
  • Knowledge of the gaming, consumer electronics, or retail sectors is advantageous.
  • Familiarity with predictive analytics or machine learning techniques is a plus.
Benefits:
  • 401(k) plan.
  • Dental, health, and vision insurance.
  • Commitment to diversity, equality, and inclusion in the workplace.
  • Salary determined based on various factors including education, experience, and technical skills.
Additional Responsibilities:
  • Engage in team meetings and contribute to team-building activities.
  • Participate in technical discussions and peer reviews.
  • Contribute to the knowledge base and documentation efforts.
  • Provide status updates as required.
About OrangePeople:

OrangePeople is a leader in Enterprise Architecture and Project Management solutions. Our strength lies in our people—dynamic and innovative thinkers dedicated to delivering quality work. As part of our team, you will have access to cutting-edge consulting practices and professional development opportunities.