Strategic Customer Insights Analyst

7 months ago

Vancouver, Canada Hootsuite Full time

As the Strategic Customer Insights Analyst, you will collect and analyze data about our prospects, users, and customers to generate actionable insights we can use to improve customer experience across the customer journey. Your strategic insights will enable us to better understand our audience and customers so we can go out with more effective marketing, improve the in-product experience, and increase customer retention. Reporting to the Manager, Campaign Strategy, this role will be part of the marketing team, but will also provide insights to the product and sales teams.

While working remotely or in a hybrid work arrangement, a blend of virtual (in accordance with Hootsuite's distributed workforce strategy), and in Hootsuite's Vancouver office, you will report to the Manager, Campaign Strategy.

**WHAT YOU'LL DO**:

- Collect and interpret data from various sources, including (but not limited to) social intelligence, NPS, Customer Effort (CES), Salesforce, 6Sense, cancellation surveys, and churn analysis
- Analyze qualitative and quantitative data looking for patterns, trends, and insights that will help Hootsuite better understand our audience, prospects, and customers
- Compile findings into reports and presentations that are easy for others in the organization to understand—including stakeholders in marketing, product, sales, and customer success
- Provide actionable insights into what we're doing well, problem areas, gaps, and opportunities—then, prioritize, make recommendations for improvements or areas of focus, and track the progress of those initiatives with key stakeholders
- Contribute to strategic planning (across teams and departments) by providing insights into audience/prospect/customer behaviors and preferences
- Using modeling and statistical techniques to identify relationships in customer insight data sets and establish causal relationships between customer feedback, experience, and business performance
- Ability to move between various levels of abstraction and detail to translate raw data into key insights, and strong communication skills to drive initiatives based on trends
- Independently tag and synthesize large volumes of qualitative customer data, develop and deliver regular reports that surface trends tuned to the appropriate audiences, as well as provide ad-hoc analysis upon request
- Manage and improve the infrastructure of our existing data collection mechanisms, investigate and correct outages with the help of relevant stakeholders

**WHAT YOU'LL NEED**:

- Intermediate level experience in a similar role focused on customer experience improvement
- Proven data visualization, manipulation and interpretation skills and experience, with tools such as Excel, Google Suite, Tableau, Salesforce
- Customer Focus: Demonstrated desire to proactively help internal/external customers meet their needs
- Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
- Influence: ability to assert your own ideas and persuade others, gaining support and commitment and mobilizing people to take action
- Priority Setting: ability to focus time/energy on the most important issues/opportunities. clearly understand how to assess importance of tasks and decisions
- Collaboration and Teamwork: working with others to deliver results, meaningfully contributing to the team, being a dependable partner
- Perseverance: ability to pursue everything with energy, drive, and a need to finish
- Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems

**WHO YOU ARE**:

- Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community
- Curious. You are always learning and seeking ways to make things better
- Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity
- Humble. You lead with humility and empathy, respecting and learning from the perspectives of others

In all we do, our six guiding principles light the way:
**S**tep Up**: Show the world what it looks like to live and work by these guiding principles. #StepUp

**One Team**:Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe

**Customer Obsessed**:Focus relentlessly on helping our customers succeed. #CustomerObsessed

**Go Fast, Be Agile**:Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

**Play to Win**:Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

**Neighbours & Allies**:Give back to our communities and be an ally. #SocialForGood #Allies

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