Remote Strategic Customer Insights Analyst

Summary

Join our team as a Strategic Customer Insights Analyst and collect and analyze data to generate actionable insights for improving customer experience across the customer journey.

Requirements

• Intermediate level experience in a similar role focused on customer experience improvement
• Proven data visualization, manipulation and interpretation skills and experience, with tools such as Excel, Google Suite, Tableau, Salesforce
• Customer Focus: Demonstrated desire to proactively help internal/external customers meet their needs
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Influence: ability to assert your own ideas and persuade others, gaining support and commitment and mobilizing people to take action
• Priority Setting: ability to focus time/energy on the most important issues/opportunities. clearly understand how to assess importance of tasks and decisions
• Collaboration and Teamwork: working with others to deliver results, meaningfully contributing to the team, being a dependable partner
• Perseverance: ability to pursue everything with energy, drive, and a need to finish
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems

Responsibilities

• Collect and interpret data from various sources, including social intelligence, NPS, Customer Effort (CES), Salesforce, 6Sense, cancellation surveys, and churn analysis
• Analyze qualitative and quantitative data looking for patterns, trends, and insights that will help Hootsuite better understand our audience, prospects, and customers
• Compile findings into reports and presentations that are easy for others in the organization to understand—including stakeholders in marketing, product, sales, and customer success
• Provide actionable insights into what we’re doing well, problem areas, gaps, and opportunities—then, prioritize, make recommendations for improvements or areas of focus, and track the progress of those initiatives with key stakeholders
• Contribute to strategic planning (across teams and departments) by providing insights into audience/prospect/customer behaviors and preferences
• Using modeling and statistical techniques to identify relationships in customer insight data sets and establish causal relationships between customer feedback, experience, and business performance
• Independently tag and synthesize large volumes of qualitative customer data, develop and deliver regular reports that surface trends tuned to the appropriate audiences, as well as provide ad-hoc analysis upon request
• Manage and improve the infrastructure of our existing data collection mechanisms, investigate and correct outages with the help of relevant stakeholders

Benefits

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process