Consumer Insights Analyst

FASHIONPHILE; Lehi (UT); Hybrid; USD 75,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental & Vision Coverage

401(k) with match

Life Insurance

AD&D

Long Term Disability

Employee Discount

Job summary

FASHIONPHILE is seeking a Consumer Insight Analyst to turn hundreds of thousands of client interactions into actionable signals that guide CX leadership, Digital, Marketing and Operations.

You will design surveys, manage VoC program improvements, measure CSAT and NPS across key moments, review digital experience with session replays, and deliver monthly executive-ready insights.

Qualifications

• 3-5 years in CX analytics, VOC, or related insights role.
• Qualtrics-based CX dashboards with drill-downs and benchmarking.
• Experience with session replay analysis to diagnose friction.
• Storytelling with data for executive audiences.

Responsibilities

• Support ongoing improvements of VoC program via survey design, sampling, and reporting.
• Own CSAT and NPS measurement across core journey moments with trend analysis and driver analysis.
• Use session replays to surface digital experience opportunities and correlate with VoC data.
• Maintain and map client journeys across Shopper, Seller, and Circular segments.
• Produce monthly CX reports with actionable insights for executives.

Skills

CX analytics

VoC program design

Qualtrics fluency

Session replay analysis

Data storytelling

BI dashboards

Tools

Qualtrics

Quantum Metric

Amazon QuickSight

Tableau

LucidChart

Job description

FASHIONPHILE is more than just fashion - we're revolutionizing the ultra-luxury fashion experience in order to create a sustainable alternative that extends the life cycle of products and makes them more accessible to a diverse customer base. As we strive to become the world's most sought-after brand in luxury re-commerce, we know it's our team members who make it all happen! We value diversity in our people, perspectives, and products. For us, it's the only way to cultivate the creativity and innovation essential to achieving our mission and supporting our customers. We do this both in-person and through our digital omni-channel experiences. If you're someone who embraces change, is authentic, and wants to make an impact this is the place for you.

About the Opportunity

The Consumer Insight Analyst supports FASHIONPHILE's Voice of the Customer infrastructure, creating surveys and sampling strategy to turn hundreds of thousands of client interactions into a single, statistically defensible signal that drives decisions across CX leadership, Digital, Marketing, Retail, and Operations via monthly insights reports.

Responsibilities include:

• Supporting on-going improvements of FASHIONPHILE's end-to-end VoC program, from survey instrument design, sampling methodology, trigger logic, and data collection to statistical analysis, insight development, recommendation prioritization, data storytelling, and reporting.
• Owning CSAT and NPS measurement across core journey moments: (post-purchase, post-appointment, post-quote acceptance, post-payout, post-service), including trend analysis, statistical significance testing, and driver analysis to isolate what's actually moving the score.
• Using Quantum Metric to review session replays and quantify digital experience opportunities - surfacing rage clicks, drop-off points, and friction patterns, and correlating them against VoC data, CSAT signals, and session-replay evidence.
• Maintaining client journey maps across the Shopper, Seller, and Circular (buy + sell) segments, making the end-to-end experience visible and actionable for CX, Digital, Marketing, Retail, and Operations.
• Identifying the highest-friction and highest-emotion moments across client journeys and connect them directly to VoC data and CSAT signals.
• Producing monthly CX reports with actionable insights fit for executive-level audiences grounded in a consistent analytical framework (trend, driver, and root cause analysis).
• Analyzing root causes of escalations, refunds, and low-CSAT moments using structured methodologies (ex. thematic coding of verbatims, cohort comparison) and translate findings into prioritized, quantified recommendations.
• Partnering with Data Science on segment migration analytics and loyalty program measurement, including cohort definition and attribution logic.
• Maintaining and optimizing FASHIONPHILE's Qualtrics instance, including audience-specific dashboard development, Text IQ tuning, XM Directory management, and automated workflow development.

What We’re Looking For

• 3-5 years in CX analytics, VOC (Voice of the Customer), customer research, or a closely related insights role.
• Qualtrics-fluent: experience in building role-specific CX dashboards with drill-down, filtering, and benchmarking, Stats IQ integration with Text IQ, crosstabbing verbatims by segment, channel, or touchpoint, building text-based alerts when a topic spikes, response weighting and data cleaning, survey logic design (branching, quota management, trigger-based distribution).
• Working knowledge of digital experience analytics tools (Quantum Metric or equivalent). Able to independently pull and interpret session replays to diagnose friction.
• Solid experience in journey mapping in a real context, having produced living artifacts used by cross-functional teams.
• Strong quantitative fluency. Comfortable with descriptive and inferential statistics (significance testing, correlation, basic regression) as applied to survey and behavioral data.
• Strong data storytelling skills: can translate a complex dataset into a two-slide executive summary that prompts action.
• Experience with BI tools (Amazon QuickSight, Tableau, or equivalent) and journey mapping tools (LucidChart, Figma, or equivalent).
• Luxury, D2C, or marketplace background preferred- understands the nuance of a luxury client experience, ideally in a two-sided or circular model.
• Detail-oriented, accuracy-obsessed self-starter who can build in ambiguity.
• Deep client empathy.
• Within commuting distance of Carlsbad, CA or Lehi, UT.

What We Offer

• Medical, Dental and Vision Coverage
• FSA options for Medical, Dependent Care & Commuter Benefits
• Paid Time off, Paid Sick Time, and Paid Holidays
• 401(k) with generous match program
• Free Life Insurance and AD&D
• Long Term Disability Insurance
• Employee Discount

Payscale: FASHIONPHILE reasonably expects the range to be $75,000-$95,000 for this position in our hybrid location. Offered compensation will vary based on (a) location; (b) individual candidate qualifications; and (c) individual candidate experience. This post may be updated as new market data becomes available and is accurate as of the date of this posting. FASHIONPHILE reserves the right to modify this information at any time, subject to applicable law.