Senior Customer Insights Analyst

2 weeks ago

Sunnyvale, California, United States Orangepeople Full time
Job Overview

As a pivotal member of the Customer Experience team at OrangePeople, you will engage in a global initiative focused on understanding and enhancing customer interactions. Your role will be instrumental in leveraging customer insights to drive strategic improvements and foster a customer-centric culture throughout the organization.

Key Responsibilities:
  • Oversee comprehensive analytics and reporting across various customer engagement points, including purchase and delivery processes.
  • Analyze and synthesize customer feedback from diverse sources such as surveys, digital metrics, and social media to identify trends and areas needing enhancement.
  • Continuously monitor customer feedback to detect emerging patterns and perform in-depth analyses to uncover opportunities for improvement.
  • Act as the voice of the customer by disseminating insights and collaborating with business partners to promote customer-focused decision-making.
  • Develop and maintain detailed reporting and dashboards to track customer experience metrics and key performance indicators.
  • Integrate customer feedback with other data sources to create a holistic view of experience drivers.
  • Advocate for customer needs and influence corrective measures through regular and ad-hoc reporting, actively sharing insights with stakeholders.
  • Work alongside cross-functional teams to identify root causes of customer challenges and formulate action plans for resolution.
  • Design and execute initiatives aimed at improving customer experience in alignment with business goals.
  • Present insights and recommendations effectively to stakeholders and executives through engaging presentations.
Required Qualifications:
  • Minimum of 6 years in data analytics, with a focus on customer feedback or survey analysis, statistical analysis, marketing analytics, or related fields.
  • At least 3 years of experience in customer experience or insights analytics.
  • Ability to craft compelling narratives using diverse data sources to deliver actionable insights tailored to various stakeholders.
  • Experience in creating reports, visualizations, and dashboards, and effectively communicating results to both technical and non-technical audiences.
  • Familiarity with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback methodologies.
  • Strong analytical skills with large datasets and statistical methods; proficiency in SQL is essential.
  • Experience with data visualization tools such as Tableau or Power BI.
  • Knowledge of statistical analytics techniques and proficiency in R, Python, or similar tools for data analysis.
  • Demonstrated ability to collaborate effectively with cross-functional teams.
  • Exceptional data-driven storytelling skills, capable of conveying complex insights to non-technical stakeholders.
Desired Qualifications:
  • Degree in Analytics, Marketing, Business, Statistics, Mathematics, Finance, Computer/Data Science, Engineering, Economics, or a related field.
  • Experience with customer experience platforms like Medallia or Qualtrics.
  • Background in digital or marketing analytics.
  • Experience in e-commerce and direct-to-consumer analytics.
  • Familiarity with consumer electronics or retail analytics.
  • Knowledge of predictive analytics or machine learning techniques is advantageous.
  • Experience in survey design and customer experience program management is a plus.
Benefits:
  • 401(k) plan.
  • Dental insurance.
  • Health insurance.
  • Vision insurance.
  • Commitment to diversity, equality, inclusion, and respect for all individuals.
  • Compensation will be determined based on various factors including location, education, qualifications, experience, technical skills, and business needs.
Additional Responsibilities:
  • Engage in team meetings and contribute to team-building initiatives.
  • Participate in technical discussions and peer reviews.
  • Contribute to the knowledge base and collaborative platforms.
  • Provide status updates as requested.
About OrangePeople:

OrangePeople is a leader in Enterprise Architecture and Project Management solutions. Our greatest asset is our people—dynamic and innovative thinkers dedicated to delivering quality work. As part of the OrangePeople team, you will have access to cutting-edge consulting practices, strategies, and technologies, along with opportunities for professional development and training.

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