Note: The job is a remote job and is open to candidates in USA. Learning Care Group is seeking a Customer Insights Analyst to understand family experiences, needs, and decision drivers. The role owns Voice of Customer measurement, designs and executes customer research, develops segmentation and persona models, and translates qualitative and quantitative findings into recommendations for marketing and operations.
Responsibilities
- Own the Voice of Customer program across surveys, call reason codes, complaints, reviews, and exit data, translating signal into actionable insight for cross-functional partners
- Design and execute customer research studies including surveys, interviews, and behavioral analyses
- Build and maintain family segmentation and persona models used across marketing, product, and operations
- Maintain measurement of NPS, CSAT, and family experience metrics across the brand portfolio
- Partner with the Customer Experience & Activation Manager on learning agenda design and prioritization
- Support Data Science and predictive modeling initiatives with foundational research and validation
- Contribute to portfolio reporting on family experience and satisfaction to executive audiences
- Translate qualitative and quantitative research findings into key insights and develop recommendations that drive marketing and operational decisions
- Other duties as assigned
Skills
- A bachelor's degree in psychology, sociology, marketing research, statistics, consumer behavior, or a related field is required
- 3-5 years of experience in consumer or customer insights, market research, or a comparable analytical role is required
- Hands-on experience designing and analyzing surveys is required, including sampling design and statistical significance testing
- Experience with survey platforms such as Qualtrics, Medallia, SurveyMonkey, or similar is required
- Experience with SQL and querying customer data from a modern data warehouse is required
- Experience translating research findings into presentations for executive or senior leadership audiences is required
- Ability to design a research plan that will actually answer the business question at hand
- Working knowledge of qualitative and quantitative research methodologies
- Ability to distinguish signal from noise in customer feedback data
- Ability to say 'we do not know yet' and propose what it would take to find out
- Comfort presenting to executive audiences and defending methodological choices
- Ability to work across multiple brands and understand distinct family personas within a portfolio
- Excellent customer service skills with both internal and external customers
- Effective communication skills, written, verbal and interpersonal
- 5+ years of experience in customer insights or consumer research is preferred
- A master's degree in a research-oriented field is preferred
- Experience with qualitative research methods including in-depth interviews and focus groups is preferred
- Experience building customer segmentation or persona models and validating them in market is preferred
- Experience in education, childcare, healthcare, or other family-services consumer industries is preferred
- Experience with modern analytics tools including R, Python, or similar for statistical analysis is preferred
Benefits
- Support Central bonus program based on annual achievement of company performance.
- Medical, dental, and vision benefits.
- Healthcare and dependent care flexible spending accounts (FSAs).
- Life insurance.
- Disability insurance.
- Accident insurance.
- Critical illness insurance.
- Hospital indemnity insurance.
- Pre-paid legal benefits.
- Pet insurance.
- Identity theft protection.
- 401(k) retirement plan after 30 days of employment.
- Company-provided match on elective 401(k) deferrals once participating employees reach 1 year of employment with the company.
- Education assistance including tuition reimbursement.
- Childcare discount available to all employees.
- Corporate partner discounts.
- Paid time off through the Flexible Paid Time Off (PTO) plan, with flexibility and discretion between employees and managers in taking time off and no set accrual for vacation or sick time.
- Employees can use Flexible PTO for any reason.
Company Overview