Infusionsoft is hiring!

Customer Insights Analyst

Job Description

Who We're Looking For...

The Customer Insights Analyst is naturally curious with a desire to understand and serve our customers by uncovering and delivering actionable information about our customers and their experience with our products and services. The Customer Insights Analyst will be responsible for creating, publishing, and maintaining weekly, monthly, and quarterly reporting. This person will be analyzing data (e.g. surveys, software usage, phone/chat support data), identifying trends, making recommendations, and supporting the improvement of the customer experience through customer insights and in collaboration with the Product and other teams. We are searching for a dynamic individual to join our team who has passion for customer experience/the voice of our customers.

What You'll Be Working On

Explore customer behavioral (NPS, CXi, software usage, churn) data to detect trends and identify key correlations, success-drivers
Become an expert in customer data across multiple products and segments
Collaborate with teams across the company to translate business questions into research and analysis plans to support product and service development, segmentation, customer retention, and customer experience journey optimization
Work cross-departmentally, specifically with Product and Support teams to uncover drivers, trends
Create executive-level reports
Conduct forecasting and variance analysis
Develop tools that can be leveraged to drive additional insights

Skills & Responsibilities

What You'll Need to be Successful

Extreme proficiency in Excel, Power Point, large sets of data and a working knowledge of statistics
Two to three years of relevant experience, preferably in a customer analytics department or marketing organization
Experience in some or all of the following areas of marketing analysis: reporting, segmentation, market research, predictive analytics or modeling
Strategic innovator that creates effective solutions to operational challenges
Highly analytical and a strong, effective communicator
Detail oriented, self-motivated, with an ownership mentalityAbility to work in a fast-pace, ever changing environment
Bachelor's Degree in a finance related field

What We'd Love to See

5+ years in customer analytics role in a SaaS company
Customer Experience analytics
Experience with survey tools and customer analytic tools (e.g. SurveyMonkey, Gainsight)
Experience with CRM (e.g. NetSuite, Salesforce)
An innate sense of purpose that keeps energy and outputs high even when there are many "irons in the fire"