Staff Customer Insights Data Strategist (Mailchimp)

Overview

This role is part of the Strategy & Business Operations function at Mailchimp, which provides actionable insights about our customers and industry to inform strategic direction and business decisions. The role sits on our Voice of Customer (VoC) team which measures trends in customer sentiment/feedback and the broader market to anticipate, diagnose, and prioritize opportunities to optimize revenue and the broader customer experience. VOC leverages a variety of methodologies, including in-platform digital intercepts, transactional surveys, deep dive surveys, and qualitative interviews.

As a Staff Customer Insights Data Strategist, you will be a subject matter expert in quantitative research/analysis to guide our corporate strategy and measure the customer experience. You will lead high visibility, complex projects, synthesize multiple data sources to tell a holistic story, and socialize insights across the company, particularly to senior/executive-level audiences. You must be a strategic problem solver, an experienced researcher, a survey and data analysis expert, a persuasive storyteller, and a diplomatic colleague. You must be comfortable working solo, managing vendors, leading cross-functional projects, and collaborating with numerous teams across the org (Strategy, Revenue Operations, Analytics, Customer Success, Marketing, Product, Design, Data Science).

• 8+ years of experience leading quantitative research/analytics projects, including experience measuring customer sentiment/feedback and analyzing big data (e.g. web/app behavioral data), particularly in a connected manner
• Expertise in designing and fielding surveys, analyzing and visualizing data, and translating findings into strategic frameworks and recommendations
• Experience building analyses, charts, or dashboards in business intelligence/data visualization tools (e.g. Qualtrics, Looker, Tableau, Alteryx)
• Experience with advanced analytics techniques (e.g. regression, cluster analysis, diagnostic analysis)
• Strong strategic problem solving skills - develop hypotheses to guide work, break down complex problems into addressable elements, and use insights to articulate implications and tradeoffs
• Strong oral and written communication skills - ability to present insights to all levels of management in ways that make it easy for stakeholders to understand and act upon
• Preferred: Experience working in the software/SaaS space
• Preferred: Technical experience querying data management systems (e.g. SQL, Python)

• Lead the design, execution, and analysis of complex research surveys to measure customer experiences and motivations and inform strategic decisions
• Work closely with our Analytics teams to marry survey data with other data sources (e.g. customer behavioral data, account information) to uncover deeper insights and identify relationships between attributes
• Provide thought leadership on how we track trends over time via our various longitudinal methods (e.g. digital intercepts on our website/platform, brand tracker surveys), including how we can improve quality of insights while reducing burden on the customer
• Serve as a strategic thought partner to executive leaders to help anticipate and diagnose business trends, acting as an ambassador for customer data and the customer perspective
• Translate ambiguous, complex questions into robust project plans that propose a clear approach, timeline, and roles/responsibilities to deliver against the objectives
• Effectively communicate and socialize insights and recommendations across departments and up to leadership, guiding change in a fast-paced environment
• Model these behaviors to other researchers and mentor them to improve their abilities