Senior Customer Insights Analyst
Graphicsland is an independently owned, profitable and growing e-commerce company that specializes in custom printing of stickers, product labels, and wide format posters. We operate two brands: MakeStickers which is one of the nation’s most popular custom sticker and label brands, and PosterNerd which specializes in printing high quality research posters on paper and fabric for the academic community.
We’re looking for a senior customer insights analyst to take over a critical role in our ongoing product development efforts - the discovery of unmet customer needs and identification of issues with our current offerings.
Overview
As our senior customer insights analyst you will be our resident researcher. You’ll conduct interviews and surveys with customers and use our vast data that we collect from customers and website visitors to identify ways we can improve. This is a senior level position that reports to the president of the company.
We use the principles of product development outlined in the “Shape Up” book by Basecamp / 37signals. Particularly, we believe that “problems” need to be well-understood and articulated before “solutions” should be developed. Your job will be to define the problems that will serve as the basis for the solutions that our in-house designers and developers will build.
We also follow the approach that Clayton Christensen described in his book “Competing Against Luck”, and one of your key objectives will be to discover the “jobs to be done” that our customers have.
We’re based in Tinley Park, IL, in the southwest suburbs of Chicago. This position is fully remote. Very occasional visits (a few per year) for a remote employee will be required for this position.
Responsibilities
- Conduct an ongoing research effort to better understand customer needs
- Prepare written descriptions of well-defined problems
- Collaborate with others involved in the product development effort
- Continually improve your ability to use data analysis tools. We currently heavily use Microsoft PowerBI and Google Looker Studio
- Communicate with customers via email and phone
- Develop customer surveys
Qualifications
- Bachelor’s degree in a science, engineering, or mathematics-related field
- 4+ years of experience in a similar role where you conducted research, worked with data, and interviewed customers of an ecommerce business.
- Strong understanding of statistics
- Excellent writing ability
- Experience with data analytics or business intelligence tools
- Strong technical skills - working with data, querying data, building analytical dashboards
Benefits
- Salary: $116,000 / year
- 401k company contribution of 4% regardless of your contribution
- Profit-sharing bonus of up to 15% of your base pay per year
- 22 days of combined vacation and personal days
- Unlimited paid sick time
- Health, vision, and dental insurance options
- Paid parental leave
- Education assistance program
- Life / AD&D insurance
- And more!
Must be legally authorized to work in the United States. Due to state-specific regulations, we are unable to hire candidates who reside in California at this time.
Graphicsland is an equal-opportunity employer. Graphicsland recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender (including pregnancy, childbirth, and related medical conditions), gender identity, national origin, veteran, disability status, or other protected statuses as required by law.