Customer Insights Associate
| Company | Spot & Tango |
|---|---|
| Location | New York, NY, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- 2+ years of experience at a top-tier management/strategy consulting firm; experience with membership or subscription businesses is a plus. Experience working in the consumer goods, food, or retail industry is a plus.
- Bachelor’s degree in business, statistics, economics, data science, or a related field preferred.
- Extensive experience conducting quantitative and qualitative analyses, managing the full research lifecycle from planning to insight delivery, and effectively communicating findings to stakeholders at all levels of seniority.
- Proven ability to manage multiple research initiatives independently, prioritize effectively, and drive projects from concept to execution.
- Strong proficiency in Excel, PowerPoint; familiarity with statistical analysis software (e.g., R, SPSS, or similar tools) and/or BI tools (e.g., Looker, Omni, or similar) a plus
- Experience designing, writing, and analyzing surveys.
- Experience recruiting research participants, leading 1:1 customer qualitative interviews, and writing questionnaires/discussion guides.
- Solid understanding of statistical concepts and methodologies, such as regression analysis, segmentation, and predictive modeling.
- Solid understanding of e-commerce performance metrics (e.g., CAC, LTV).
- Exceptional work ethic and ability to independently create and drive workstreams in a fast-paced, deadline-driven startup environment.
- Comfortable working and communicating with employees at senior levels of the organization, including the CEO, COO, and other senior leaders.
- Self-starter who is comfortable with ambiguity and able to react quickly to changing priorities.
Responsibilities
- Create and maintain reporting to bring the customer’s voice to life by combining a variety of data sources to create an ongoing, consolidated, cohesive narrative (e.g., NPS, reviews, customer support, etc.)
- Lead data-driven deep dives, using qualitative research and quantitative data analysis to uncover opportunities to improve customer happiness, retention, and loyalty
- Prioritize key strategic questions and insights that will drive action across CX, Marketing, Product, and Operations.
- Design and execute large-scale research initiatives to uncover key customer insights.
- Lead and execute key initiatives that drive retention and loyalty, including segmentation & targeting and loyalty program development.
Preferred Qualifications
- Experience with membership or subscription businesses is a plus.
- Experience working in the consumer goods, food, or retail industry is a plus.