Strategic Customer Insights Analyst

at  Hootsuite

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 Director of Portfolio Offering and Adoption, this role will be part of the product marketing team, but will also provide insights to the product and go to market teams. In line with Hootsuite’s distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model. This role is open to applicants located in British Columbia & Ontario. In this role, you will report to the Director, Portfolio Offering & Adoption.

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:
  Step 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
  Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

• 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