Analyst, Customer Insights

Overview
Scope of Position: This position contributes to WinShape's success by providing customer research analysis across customer touchpoints, representing the voice of the customer (voc) to advocate a customer-focused approach to business.
This position completes analyses, identifies root causes of customer issues/pain points, and delivers concise, impactful summary of findings. The VOC Analyst builds surveys, implements changes within the survey platform, tracks survey results, and deploys surveys/feedback tools across digital properties. The role will work with partners across various areas of the Foundation to deliver corresponding analyses and reports.
Reports to: Sr. Manager, Insights & Analytics
Responsibilities

• Contribute to the development of an enterprise VOC solution, including technical implementation of new VOC platforms/systems/tools, vendor onboarding and management, integration, and ongoing data integrity maintenance.

• Work closely with Ministries, Sales and Marketing teams to define the most important research questions and insights, conduct qualitative and quantitative research, facilitate synthesis to get to compelling insights to turn insight into action
• Responsible for the customer feedback program including survey maintenance, regular reporting, dashboard development and ad hoc analysis requests. Identify areas to improve measurement quality and response rates.
• Maintain the question and survey libraries and reference tables
• Analyze, report, and track information to identify data patterns and customer pain points. Uses multiple sources of data including structured and unstructured customer data, benchmarks, and operational data
• Engage in dialogue with Ministry stakeholders to understand the scope and impact of any potential causes or changes to the customer experience to aide in interpretation of VOC insights.

• Support data team with internal partner consultation, project coordination and execution, research initiatives, and budget planning.
• Demonstrated expertise in utilizing Tableau and Qualtrics (programming, data collection, and data tabulations, dashboard reporting and analysis) to deliver insights inform client expectations and business outcomes through structured measurement and robust analytics.
• Collaborate with IT to ensure the security of firm and client data and assess current technologies utilized by the Data Analytics Team and make recommendations to implement expanded technology solutions
• Perform other job-related functions as assigned.

Qualifications

• Bachelor's degree and/or experience in Computer Science, Statistics, Mathematics, quantitative social science, or a closely related field
• 2 years of professional industry experience in Data Science, Business Analytics, Market Research, or Data Analysis
• Experience writing and distributing surveys using self-service tools, such as Qualtrics
• Have experience with and/or interest in survey programming, administration and reporting

• Have the capability to work autonomously and make independent decisions to meet deliverables with minimal oversight
• Thrive in a fast-paced work environment and are able to quickly adjust to changing priorities
• Ability to write and present results to both technical and non-technical audiences
• Customer service attitude with the ability to develop and maintain positive and effective relationships with the team and diverse populations and personalities.
• Commitment to WinShape Retreat Vision and Core Values.