Customer Insight Manager

What makes us Qlik 

Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data. A Gartner Magic Quadrant Leader for 11 years in a row! Our platform is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone – at any skill level – the ability to make real discoveries that lead to real outcomes and transformative changes. We are a Values-Driven organization, operating over 100 countries with 45,000 customers around the world. If you think we are interesting, please read on – we may be looking for you!  

We are hiring a Senior Customer Insight Manager to join our Customer Experience Team!

The Customer Experience Team

Delivering a seamless Customer Experience is an important focus for Qlik, we are committed to delighting our customers at every step of their journey. Understanding our users’ needs, creating the right experience, and engaging the right user at the right time is key. The Customer Experience Management team is a cornerstone to ensure our organization understands user needs and manages a set of different journeys and experiences that result in highly successful and loyal customers while driving technology adoption and securing a successful renewal.
 

Senior Customer Insight Manager at Qlik

The Senior Customer Insight Manager analyzes and interprets large amounts of complex data from various sources to identify trends and patterns for high and low product adoption. The main objective of an Insight Manager at Qlik is to provide actionable intelligence that the team and its decision-makers can use. The Insight Manager is a member of the Customer Support & Experience Organization reporting directly to the Director of Customer Experience, who reports to the SVP WW Customer Support and Experience.

You will be working with Qlik Analytics and other data sources including web and online usage data, analyzing results, and providing insights and recommendations to improve performance. In the long term your position would be transitioning into a Digital Data Analyst role to build Dashboards and visualizations on the product usage. Your efforts will help to foster a customer-first mindset at Qlik, allowing our customers to accelerate the adoption of solutions and help cross-functional teams to better understand users' objectives.

This role is a highly collaborative role with cross-functional peers to develop an aligned Data Usage Strategy with actionable business metrics.

The ideal candidate will be someone who has experience in leading Data Analytics functions in a high-growth SaaS software organization. The Senior Customer Insight Manager will be as well preparing Dashboards and reporting to C-Level Stakeholders within Qlik.

What you will do as Senior Customer Insight Manager

• Customer Insights Analytics: Lead the analytics strategy and utilize customer data and analytics tools to extract actionable insights related to the SaaS Journey. Provide the roadmap on how to analyze user behavior, usage patterns, customer feedback, and other relevant data sources to identify trends, uncover opportunities, and address pain points throughout the customer lifecycle. Build for the Customer Experience group Performance Dashboards and lead the metric and KPI conversations with C-Level Stakeholders.
• Adoption Science Analysis: Conduct analysis and research on adoption science principles, including the factors influencing user adoption and engagement in the SaaS Journey. Work together with Qlik’s Data Team on defining internal data sets and leverage this knowledge to provide insights and recommendations on optimizing adoption strategies and driving customer success.
• Data Modelling and Visualization: Develop data models and visualizations that effectively communicate adoption trends, user behaviors, and Customer Insights to stakeholders. Create meaningful dashboards, reports, and presentations that support data-driven decision-making and inform business strategies.
• Experimentation: Collaborate with cross-functional teams to design and implement experimentations that evaluate the impact of different adoption strategies or user experiences.
• Continuous Improvement: Continuously monitor and assess the effectiveness of adoption strategies and Customer Insights analytics initiatives. Identify areas for improvement and proactively propose recommendations to enhance the SaaS Journey and drive customer success metrics, such as adoption rates, retention, and customer satisfaction.
• Cross-Functional Collaboration: Collaborate with various teams, including product, marketing, customer success, and data engineering, to ensure alignment and integration of adoption science and customer/user insights analytics initiatives.

To be considered for the role you must have the following qualifications:

•         Master's degree in a relevant field such as business analytics, data science, or a related discipline with 8+ years of experience.

•         Strong experience in adoption science, behavior analysis, or related fields, preferably in a SaaS or technology-focused environment.

•         Proficiency in data analysis, using statistical techniques and tools to derive actionable insights from large datasets.

•         Strong business acumen with the ability to translate business objectives into analytics requirements and deliverables.

•         Leading function within the Customer Experience Analytics team

•         Excellent communication and presentation skills, with the ability to convey complex data insights to both technical and non-technical stakeholders.

•         Proven track record of driving data-informed decision-making and improving customer experiences through analytics-driven insights.

•         Proficient in data analysis tools and software, such as SQL, Excel, Python, R, or other statistical programming languages.

•         Experience with multiple data warehouse technology such as Snowflake

•         Experience with data visualization tools (e.g., Qlik, Tableau, Power BI) to create interactive dashboards and reports.

•         Solid understanding of statistical concepts and experience with statistical analysis techniques.

•         Strong attention to detail and the ability to work with large datasets accurately.

•         Ability to work collaboratively in a team environment and manage multiple projects simultaneously.

•         Self-motivated with a curious mindset and a passion for uncovering insights through data analysis.

This Location for this role is/are:

Remote – any major city in EMEA or US

About Qlik

• Qlik Company Page – Who we are!
• Our Values at Qlik: Challenge, Take Responsibility, Move Fast, Teamwork for Results, Be Open and Straightforward
• Competitive Benefits package
• Flexible working environment
• Giving back is a part of our culture – we give you a day to change the world. In addition, we encourage our employees to participate in our numerous Corporate Responsibility Employee Programs
• Learn about our Corporate Responsibility Program by visiting Qlik.org
• Check out our careers in R&D here.
• Check out our company page on Linkedin!
• Follow us on Instagram @lifeatqlik and @Qlik
• Check us out on Youtube! 

Qlik is an Equal Opportunity/Affirmative Action Employer, and we value the diversity of our workforce. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Click here to review the US Department of Labor’s Equal Employment Opportunity Posters, including the EEO is The Law notice and the Pay Transparency Nondiscrimination Provision.

If you need assistance due to disability during the application and/or recruiting process, please contact us via the Accessibility Request Form.

Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.

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