Job Summary: eCommerce Product Insights Senior Analyst
- Transform customer feedback and digital experience data into actionable insights to improve online customer journeys.
- Combine Voice of the Customer (VoC) analytics, survey management, customer research, issue identification, and reporting.
- Analyze large datasets (qualitative and quantitative), identify trends, and validate findings.
- Monitor customer feedback channels and survey data for trends, pain points, emerging issues, and sentiment changes.
- Conduct root cause and thematic analysis to uncover customer experience opportunities.
- Perform ad hoc analyses and deep-dives to support business and leadership requests.
- Create executive-level presentations, dashboards, and reports summarizing customer insights.
- Translate complex feedback into actionable recommendations for business stakeholders.
- Present insights to Product, Design, Research, Engineering, Analytics, and leadership teams.
- Support survey design, implementation, optimization, and ongoing management.
- Ensure survey logic, targeting, and data quality for accurate results.
- Document reporting processes, methodologies, and best practices for consistency and scalability.
- Identify website defects, usability issues, and customer experience challenges using data analysis.
- Investigate and assess reported issues, collaborating with cross-functional teams for resolution.
- Utilize Medallia or similar Experience Management platforms for customer feedback analysis.
- Leverage digital analytics tools (e.g., Tableau, Power BI, SQL) for insight generation.
- Work collaboratively across Product, UX, Design, Engineering, and Analytics teams.
- Exhibit strong data analysis, problem-solving, project management, and communication skills.
- Manage multiple priorities in a fast-paced, collaborative environment.
- Maintain a customer-focused and data-driven approach to decision making.
Required Skills & Experience:
- Bachelor's degree in Business, Marketing, Analytics, Statistics, Social Sciences, or related field.
- 3+ years in Customer Insights, VoC, Market Research, UX Research, or Digital Analytics.
- Experience with Medallia or similar VoC/Experience Management platforms.
- Proficiency in survey design, methodology, and customer experience metrics (NPS, CSAT, sentiment).
- Advanced skills in PowerPoint and Excel or Google Sheets.
- Familiarity with Jira, Confluence, Tableau, Power BI, SQL preferred.
Preferred Experience:
- eCommerce, digital product, travel/hospitality, or complex customer journey experience.
- Experience supporting cross-functional projects in large organizations.
- Ability to turn large volumes of feedback into business recommendations.
Key Competencies:
- Customer focus, strong analytical and critical thinking.
- Data-driven decision making.
- Executive-level communication and presentation.
- Attention to detail, organizational and project management skills.
- Collaborative, proactive problem solving.