Customer Experience Analyst

Summary

Join Best Egg as a CX Analyst and leverage your research, analytical, and communication skills to drive business value. You will conduct qualitative and quantitative research, analyze data to inform business decisions, and communicate findings to cross-functional teams. Responsibilities include designing and executing surveys and interviews, staying updated on industry trends, and collaborating with various teams. The ideal candidate possesses a Bachelor's degree, 3-5 years of relevant experience, and proficiency in various research methods and data analysis tools. A remote position with travel opportunities, this role offers a competitive salary and comprehensive benefits package.

Requirements

• Bachelor’s degree in business, marketing, psychology, social sciences, or related field
• 3-5 years of experience in Customer Insights, Customer Experience, Voice of Customer, Market Research, Marketing, Innovation, UX Research, or related field
• Experience with a wide array of research methods including but not limited to surveys, focus groups, IDIs, panels, conjoint, maxdiff, Gabor-Granger, and UX testing
• Is proficient in the design, analysis, interpretation and application of customer and consumer insights and learning, including contextual understanding, statistical significance, causal relationships, and any caveats for using findings for decision making
• Experience tailoring communications to different audiences and communicating to cross-functional teams
• Can effectively design and manage multi-phased/complex customer insights engagements
• Comfortable leading online, qualitative research
• Understanding of consumer insight techniques, mathematical modeling, and data visualization approaches
• Strong base of analytical skills to assess, interpret, and translate from multiple data sources into actionable shopper/category insights
• Remote position with the opportunity to travel throughout the year
• Experience with advanced analytics tools such as SPSS, SQL, and Python
• The ability to learn company systems and tools is required
• Actively curious about what drives an exceptional customer experience

Responsibilities

• Research Expertise: Execute both qualitative and quantitative research engagements, including advanced quantitative methodology, with both consumers and customers
• Conduct surveys and in-depth interviews: Design and execute surveys and in-depth interviews to gather valuable insights from our customer community, while ensuring you meet the needs of our stakeholders and goals
• Analyze data: Leverage your strong analytical skills to interpret data and identify key insights that will inform business decisions and drive value
• Drive decisions: Effectively communicate findings and insights to cross-functional teams in various formats (PowerPoint, one-pager toplines, etc.) with an eye towards recommended next steps
• Trends & Competitive: Stay up to date on industry trends, competitor activity, and consumer preferences to inform future strategies
• Collaboration: Work closely with various teams within the organization to understand their needs and incorporate consumer insights into decision-making
• Data Tools & Software: Use various data analysis tools and software to collect, organize, and analyze data
• Data Accuracy and Integrity: Ensure the accuracy and integrity of all customer and consumer data and insights
• Community Management: Stay up to date on the health of the customer community, manage incentives, and lead community refresh initiatives
• Be an Advocate: Leverage your strong voice and compromising skills to deliver recommendations to improve the overall customer experience without sacrificing broader company goals or initiatives

Preferred Qualifications

A master’s in marketing research or a graduate degree in a related field is preferred

Benefits

• Pre-tax and post-tax retirement savings plans with a competitive company matching program
• Generous paid time-off plans including vacation, personal/sick time, paid short--term and long-term disability leaves, paid parental leave, and paid company holidays
• Multiple health care plans to choose from, including dental and vision options
• Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts
• Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs
• Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!