As the key owner of customer understanding for the brand, this role interacts with a range of cross-functional leaders and is focused on building customer-insight driven thinking across the org. The Sr. Customer Insights Analyst is part of the Marketing and Customer Experience function and is responsible for the analysis of customers, competitors, market landscape, and new business opportunities. This role supports primary and secondary customer and market research through survey development and analysis, management of customer panel/focus groups, and development of customer feedback insights.

Responsibilities :

• This role integrates market/brand performance data, customer research, and analytics to help the organization develop long-term strategies, make more informed business decisions, and identify new growth opportunities. The role supports qualitative and quantitative research, competitive scans, brand and new market/product research.
• Supports the development and management of our insights roadmap and our voice of the customer program.
• Supports quantitative and qualitative analytics projects end to end – from requirements gathering, research methodology, survey design and project management, to execution and delivery.
• Supports primary research projects focused on topics such as customer segmentation, customer experience, pricing, product development, brand strategy and go-to-market events, writes and reviews surveys, and develops insights from the research to provide practical, valuable and actionable answers.
• Packages and presents research, insights and recommendations to stakeholders effectively, adjusting approach as needed to account for diverse cross-functional partners.
• Provides thought leadership to the organization through market intelligence, analysis of market conditions, industry and technology trends, and competitive developments.
• Manage a mix of hands-on projects (where you design the research, write and program the surveys, collect and analyze the data, generate the presentation) and strategic ownership projects (where you develop the research objectives, source a vendor, approve the survey and sample approach, etc).
• Keeps abreast of new and current market and customer research techniques and technologies.
• Creates and manages ad hoc analyses with tight deadlines.

Qualifications :

• Highly analytical with strong communication and critical thinking skills
• Commercial mindset with a passion for customers
• Proficiency in gathering data, synthesizing observations and developing engaging presentations
• Excellent project management and organizational skills.
• Experienced with a variety of qualitative and quantitative research methods including sample design and understanding of key statistical analyses and approaches in research.
• Self-starter, entrepreneurial research mindset with demonstrated ability for finding scrappy ways to deliver directional insights on short timelines and small budgets when needed.
• Proficient in Microsoft Office applications, with emphasis on advanced Excel and PowerPoint skills.
• Proficient in Qualtrics platform, generating, disseminating, and analyzing surveys
• Ability to work effectively with all levels of the organization
• Technical skills a plus, including experience with data management (e.g., SQL) and visualization tools (e.g., Tableau)
• Ability to work independently
• Passion for / interest in learning retail, consumer products, and related business processes.

Education & Experience:

• B.S. or M.S. degree in related disciplines
• 5 years’ experience in research, marketing, consulting, CRM, or related fields
• Experience in retail industry, especially apparel/footwear or fashion, a plus

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of this position.