The Opportunity: We are seeking a highly analytical and experienced Senior Data Analyst to join our Customer Success team. In this pivotal role, you will be instrumental in systematically capturing, analyzing, and reporting on direct user feedback to generate rich qualitative and quantitative insights. You will leverage your expertise to drive a deep understanding of our users, influencing product development and strategic decisions. This role requires a strong independent contributor with a keen eye for detail and the ability to deliver polished, actionable insights.
What youll be doing:
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Core Activities & Responsibilities
: - Feedback Strategy: Lead the design of a multi-channel strategy for gathering user feedback (e.g., in-product surveys, external tools, pop-up questions), ensuring comprehensive coverage and data quality.
- Survey Development & Deployment: Independently create, test, and deploy complex surveys to gather both quantitative ratings and rich qualitative commentary.
- Data Analysis & Synthesis: Conduct advanced analysis of structured survey data and unstructured text feedback to identify trends, themes, and key verbatim quotes. Apply sound statistical theoretical concepts (univariate, bivariate, and multivariate methods) to derive robust conclusions.
- Reporting & Data Visualization: Develop and distribute regular feedback summary reports and create compelling dashboards for data reporting, ensuring high finesse in graphical representation of analytical outputs.
- Tool Management: Own the relationship and management of any third-party survey tools, optimizing their use for maximum efficiency and insight generation.
- Stakeholder Engagement: Proactively engage with senior stakeholders independently, prioritize work, and manage expectations, translating complex data into clear, business-oriented narratives.
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Outcomes & Deliverables:
- Maintain and enhance a comprehensive calendar and repository of all survey instruments.
- Produce regular, automated feedback insight reports with minimal supervision, demonstrating strong data interpretation capabilities.
- Contribute to and refine a robust database of categorized qualitative feedback.
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Interdependencies & Collaboration:
- Provide critical qualitative and quantitative user feedback data to the Digital Pulse for storage and to Value Measurement and Customer Insights for deeper analysis.
- Consume platform access from product teams to embed surveys; data storage and processing from Digital Pulse.
- Collaborate effectively with colleagues in the Survey Operations & Analytics team, including survey programmers, third-party vendors, and partners, for efficient survey execution and data collection.
- Work with virtual, multicultural global teams, requiring cross-time zone engagement.
What youll need:
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Education:
- Bachelor s or Master s degree with demonstrated high academic achievement in analytics, data science, or mathematics.
- Relevant work experience in market/consumer research data analytics.
- Preferred: Statistics/Applied Statistics, Operational Research, Economics, or Mathematics.
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Experience:
- 6-8 years of relevant experience in the field of market research and data analytics.
- Strong analytical capabilities: advanced data management, processing, and analysis skills.
- Expert hands-on experience with Advanced Excel and PowerPoint, with a knack for graphical representation of analytical outputs.
- Proficiency in multiple tools: Strong knowledge of and affinity for database and analytical tool management. Hands-on experience with SPSS, R, Python, Alteryx, Tableau, SAS, Market Sight, VBA, SQL.
- Understanding of Machine Learning concepts and hands-on experience in Python for data analysis and modeling is a significant plus.
- Proven ability to work with multiple, geographically distributed teams in a fast-paced environment, multi-task, and operate effectively in a matrix organization with strong prioritization and expectation management.
- Demonstrated ability to engage with senior stakeholders independently, prioritize work, and manage stakeholder expectations.
- Strong interpersonal skills and credibility collaborative, team player with strong work ethic and service excellence orientation.
- Effective written & verbal communication (English).
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Youre Good At:
- Business-oriented: Deep understanding of business objectives and context of associated market research.
- Fast learner: Able to grasp and apply market research knowledge to interpret and discuss elements of survey design (sampling, quotas, methodology, questionnaire structure etc.).
- Team player: Able to collaborate effectively with survey programmers, third-party vendors, and partners for implementation of online surveys and data collection.
- Eye for detail: Exceptional ability to engage on quality review of online surveys before launch, and strong data handling and management capabilities to validate and clean data prior to further processing.
- Sound knowledge of statistics and application of statistical theoretical concepts (univariate, bivariate and multivariate methods). Able to quickly learn and use specialized survey data analysis tools such as SPSS, Sawtooth, etc., to deliver practical data analytics outcomes.
- Strong data interpretation capabilities. Proficient in using Alteryx and advanced Excel for survey data transformation and processing, as well as for creation of formula/macro driven models and simulators.
- Knack for graphical representation of analytical outputs. Proficient in using visualization tools including PowerPoint, Tableau, and Market Sight to represent analytics output in the most appealing and insightful manner.
- Working in a fast-paced and dynamic environment, dealing with ambiguity and unstructured situations.
- Multi-tasking; including networking, relationship building as well as informal mentorship
