This is a long term contract
Want to be part of an amazing team, hell-bent on crafting a better future? We’re always looking for creative people who care!
We are analysts. Creators. Designers. Doers. Dreamers. Explorers. Geeks. Hipsters. Leaders. Learners. Renegades. Seekers. Strategists. Visionaries. And we fundamentally believe that we’re better together.
We are looking for a strong Data Analyst to focus on deriving product insights from across these customer listening mechanisms and data sets. This person should be skilled in analyzing massive data sets, with an emphasis on qualitative data (customer verbatims) to boil down to key issues and learnings with experience presenting clearly to an executive audience.
This candidate will work with the Voice of the Customer team at our Fortune 500 tech client. The Voice of the Customer(VOC) team is the centralized resource for our customers consumer sales team to collect, analyze, synthesize, and share feedback on the customer experience to drive change in the business via stakeholder action. VOC listening mechanisms to collect and synthesize feedback include: Direct survey feedback from customers on the website, feedback from in store sales professionals about day to day interactions, online customer ratings and reviews, data from our customer's consumers sales support agents, and monthly “customer panels” that enable real-time connection with customers on key business topics.
Key Responsibilities:
- Synthesize and distill large amounts of qualitative survey comments (verbatims) into themes for executive communications & audiences
- Define problems and solution/impact measurement; evaluate points across the customer experience journey that need improvement based on customer feedback
- Work with dev teams lead to help define requirements for reporting needs/capabilities to improve quality of insights
- “Quantify” qualitative data sets (customer comments/verbatims)
- Publish, present, and share learnings with stakeholders, including executive audience
- Execute primary research via customer surveys and/or “new” listening mechanisms to improve the quality of product insights (and partner with platform/dev team to enable reporting and results)
- Scope, define, launch, and manage a set of customer surveys with partner agency to enable accurate and meaningful data collection that enables quality product insights
- Maintains understanding of:
- Knowledge/expertise on trends within the technology industry and product experiences: Understands differences and nuances between product experiences and consumes them regularly (PC hardware & software subscriptions/experiences – Surface, Windows, Copilot – and competitive landscape)
- Familiarity with marketing analysis & performance: Conversion, response rates, customer segmentation, demographic data etc.
- Familiarity with merchandising performance considerations: Product sell through, attach rate, margin analysis, sales categories
Qualifications:
- 5-8 years’ research experience; primary and secondary research
- Minimum of six years’ experience collecting and analyzing quantitative and qualitative respondent-level survey responses. A working knowledge of marketing research questionnaire design and sample selection is required. Knowledge of Net Promoter Score or CSAT is a plus.
- Experience with synthesizing very large data sets and expertise on analysis and reporting approach to help influence reporting
- Skilled at pattern recognition, identifying key themes, and leveraging trends in data to support
- Ability to consolidate learnings and themes from different data sets into key insights
- Excellent presentation and communication skills, with ability to develop creative/non-traditional solutions for undefined challenges.
- Skilled at translating complex “issues” into key learnings and opportunities, with recommended actions
- Skilled in Excel and PowerPoint; ability to communicate complex ideas in an efficient and compelling way in Power Point and strong Excel skills including pivot tables, complex formulas; familiarity with PowerBI, Power Apps, SQL are a plus.
- General project management skills – ability to prioritize and manage assignments to meet deadlines and establish relationships with stakeholders
- Ability to establish relationships across stakeholder teams, understand how VOC can help, and create rhythms for ongoing sharing and influence of insights
- Establish clarity for new listening/analyses - bring stakeholders together, define problem, propose solution (research or survey), execute, and bring stakeholders along
- Proven experience managing internal and external stakeholder relationships and familiarity with client market research or research vendors/suppliers.
- Bachelor's Degree; Master's a plus
- Microsoft experience preferred
Compensation Range: $60 - $69/hour
This compensation range is indicative of the role. Compensation offered is on the basis of evaluation during interview process, the candidates range and depth of experience, business and market financials and internal pay parity.
Please note that all official communications regarding this job opportunity will be sent from email addresses ending with @designit.com. Be cautious of any correspondence originating from other email domains and refrain from sharing personal information in such cases.
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Designit is committed to ensuring that all candidates have an equal opportunity to be considered for employment. Please let us know if you need any reasonable accommodation to participate in the job application or interview process.
