Reporting to the Director Business Intelligence and Data Science, the Sentiment Analytics Manager will lead the design and development of text, speech and social analytics solutions for the success of our customer insights program. They will partner closely with our insights program lead on a mission-critical task: improve customer experience by identifying pain points from our interactions with them. They will be responsible for analyzing transcripts and interaction data, and delivering comprehensive insights packs that inform a customer-centered company strategy via a unified, comprehensive view of the customer. The successful candidate will collaborate closely with the Customer Care (CC) team and other key cross-functional partners e.g., Logistics, Pick and Pack, Quality, and Marketing to ultimately drive discernible improvements in the customer experience.
The ideal candidate will possess strong business acumen, excellent storytelling and problem-solving skills, and a robust technical toolkit. Key responsibilities will include problem solving for complex and often ambiguous problems, convert problem discovery into analytically rigorous toolkits, and develop and deploy best practice guidebooks for the deployment of those toolkits. They have the ability to partner with insights, strategy and other key cross-functional disciplines and lead the technical execution of strategic, multi-brand or brand-agnostic, category-focused analytics. They will build a culture of knowledge-sharing and collaboration to level-up the technical contributions from the entire organization.
You will
- Deliver customer behavioral data analytics with granular insights, bringing consumer perspective to company strategy
- Develop “insights playbook” for winning concepts and build out processes to quickly scale those concepts
- Be the thought leader on creation of data models and visualizations that depict trends in customer insights, such as: drivers of NPS or drivers of CSAT
- Produce analytics reports and data visualization dashboards to enable business stakeholders to understand actionable insights coming out of data
- Partner with our Data Science team to continuously improve the accuracy and efficacy of our topic modeling algorithms used in text mining and analytics
- Identify gaps in our data types or data sources and develop new ways to collect the data we need to fully understand the sentiment of our customers
- Support continuous improvement projects, product launches and various pilots for the customer insights function by providing clear, concise, and relevant data, reporting and dashboards
- Synthesize and share key findings from data findings with business leaders and stakeholders
- Manage and design the reporting environment, including data sources, security, and metadata
- Create appropriate documentation that allows team members to understand the steps of the data analysis process and duplicate or replicate the analysis if necessary
- Lead all ad-hoc projects and other tasks for the business
You are…
- A Critical Thinker – You use logic and data to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and provide easy to interpret actionable in to stakeholders for decision-making
- Customer obsessed – You have an absolute passion for ensuring a great customer experience with every contact. You can proactively identify and investigate potential areas of opportunity in the customer journey with independence.
- Engaged Analytical Thought Partner – You are excited about partnering with stakeholders to figure out how analytics can solve problems. You are skilled in translating business needs and questions into data analysis visions to execute.
- Tactical Problem Solver – You have experience boiling down large scope data problems into measurable and achievable blocks of work. You have the foresight to identify and mitigate potential roadblocks. You can identify and work on the most important problems first and present solutions while thinking about contingency plans.
- Clear and concise communicator – You know how to communicate complex concepts effectively and concisely and are comfortable presenting complex topics and datasets in a concise and digestible manner to all levels of the organization including Directors, VPs and SVPs.
You have...
- A minimum of 4-5 years of advanced data analytics and insights experience
- Proven success working with large, complex, and unstructured data sets
- Fluency in writing SQL, Python/R to query and manipulate datasets
- Proficiency in creating effective visualizations using visualization software, like Tableau, Power BI or Looker
- Proficiency in Google and Microsoft tools including Word/Documents, Excel/Sheets, PowerPoint/Slides
- Expertise with market leading text analytics tools (e.g. Medallia, Qualtrics) a plus!
- Bachelor's degree required (Business, Mathematics, Statistics Computer Science, Information Technology Analytics, concentrations preferred)
- This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
- Prolonged periods working at a desk and on a computer
- Reading information on a computer screen and inputting data into a computer system
You’ll get…
- Competitive salary, 401k with company match that vests immediately upon participation, and company equity plan based on role
- Generous PTO, including sabbatical, and parental leave of up to 16 weeks
- Comprehensive health and wellness benefits with options at $0 monthly, effective first day of employment
- Tuition reimbursement for continuing education
- Up to 75% discount on subscriptions to HelloFresh meal plans (HelloFresh, Green Chef, Everyplate, and Factor_)
- Access to 7 different Employee Resource Groups (ERGs) including those for BIPOC, women, veterans, parents, and LGBTQ+
- Inclusive, collaborative, and dynamic work environment within a fast-paced, mission-driven company that is disrupting the traditional food supply chain
This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks and responsibilities as needed to meet changing business needs, operational requirements, or other factors.
