Joybird is looking for a Customer Insights Analyst who is hungry to be an early member of a new Data & Analytics team and to make the company more empirical and customer-centric.

As our Customer Insights Analyst, you’ll report to the Director of Data & Analytics and will become the go-to for all things insights, from NPS to brand awareness to customer surveys to user research. You’ll be responsible for prioritizing and project managing insights work from ideation to execution to analysis. Your reports and insights will be shared and acted on at all levels of the company up to the leadership team. You will be a numbers-driven and customer-centric voice of reason that helps take Joybird to the next level and support data and insights-driven decisions.

What You'll Do

• Partner with Marketing and Product to create a persona/demo-based customer segmentation that explains customer journeys, perceptions and expectations
• Lead customer feedback analysis across the funnel (voice of customer), including in-store and on the web-site from first interactions through purchase
• Own Customer Experience team contact reporting across inquiry type (e.g. email, chat, phone, social, on-site search) and topic category and support analysis of customer service staffing
• Interpret research findings into actionable insights, and socialize and empower the organization to understand customer needs deeply
• Own our Net Promoter Score tool, insights, and reporting for our web, in-store and internal experience
• Lead brand awareness and brand sentiment tracking at a national and city-specific level with the goal of measuring the impact of media investments and store openings
• Own our customer panel and create and analyze surveys and focus groups for that panel monthly
• Write, project manage, and analyze all customer and general population surveys about our website, merchandise, customer, brand, etc
• Support UX team in user testing for new product features that launch on our web site
• Pilot an executive outreach program where the internal leadership team reaches out to customers regularly to keep a pulse on customer feedback and perceptions

You

• Have 1-3 years of experience in a insights role or with a strong analytical background
• Can build a slick Excel model without touching the mouse
• Have ideally worked at an ecommerce and / or retail company or are excited to make the jump to a brand
• Appreciate the value of quantitative AND qualitative data
• Have experience writing surveys and / or leading focus groups
• Can transform complex data sets into simple visuals and dashboards for analytical and non-analytical teammates
• Can create compelling presentations in PowerPoint / Keynote
• Let the numbers define the narrative rather than finding numbers to support a narrative
• Are focused on finding the right answer even if it means being proven wrong

Perks

• Competitive salary
• A business that trusts and embraces tech
• A leadership team that wants to do it right and is open to new ideas
• A startup with a proven business model that’s growing fast
• Generous health benefits (dental, medical, vision)
• 401k plan
• Ample Paid Time Off
• Fully stocked pantry with your choice of snacks and drinks
• Furniture discounts (for friends and family too)

Our Core Values

• Customer-centric — You are passionate about delivering an end-to-end WOW experience for every customer. 
• Transparent — You exchange information and feedback frequently to strengthen relationships, ensure alignment, and elevate problem solving. 
• Results-driven — You aim high and go beyond tradition and standards to reach our goals.
• Constantly evolving — You're never satisfied and are unafraid to be better a version of yourself.