Market Research and Insights Senior Analyst

Marketing Redwood City, California


Description

The Market Research and Insights Senior Analyst will run Shutterfly's ongoing Voice of the Customer Program internally will be responsible for the day to day management, analysis and insight. This person will use quantitative data to understand the customer’s experience with Shutterfly and identify opportunities to drive informed business recommendations.

Responsibilities:

  • Manage and administer Shutterfly’s customer experience program including post-fulfillment research, site experience research, and on-site feedback and analysis
  • Own the relationship between the Customer Experience vendor and Shutterfly
  • Analyze quantitative and qualitative customer data from multiple sources to provide strategic and actionable insights, identifying root causes of customer issues/pain points
  • Identify, prioritize and recommend opportunities for improvement and generate data-driven hypotheses that could improve the customer experience
  • Pull ad hoc reporting as requested
  • Act as a liaison between marketing, GM, customer care, product management and engineering to help prioritize issues and communicate customer impact
  • Investigate and help mitigate customer impacting issues

Requirements

  • BA/BS degree in economics, mathematics, marketing, business, or related field.
  • 5 years of relevant work experience (data analytics, customer experience, product management, market research)
  • Excellent communication, Excel, Powerpoint, data visualization and data story-telling skills
  • Detail-oriented with an innovative problem-solving mindset
  • Ability to build strong cross-functional relationships outside departments and leadership
  • Ability to thrive in a fast-paced, entrepreneurial environment
  • Strong business judgment and decision-making skills; ability to identify, prioritize, and articulate highest impact initiatives
  • eCommerce Industry Experience
  • Previous experience working with voice of the customer data preferred