Customer Insights Analyst — Shape Family Experience

Learning Care; Novi (MI); Hybrid; USD 100,000 - 110,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) company match

Tuition reimbursement

Childcare discount for employees

Paid time off

Job summary

Learning Care Group is seeking a Customer Insights Analyst to understand families, measure Voice of Customer, and translate feedback into actionable insights for marketing and operations. You will design studies, segment families, and maintain NPS/CSAT metrics across the brand portfolio.

You'll collaborate with marketing, product, and operations, using surveys and analytics tools to inform executive decisions and drive improvements in family experience.

Qualifications

• Bachelor's degree in a related field is required.
• 3-5 years in consumer or customer insights or a similar analytical role is required.
• Experience designing and analyzing surveys with sampling design and statistical significance testing.
• Experience with survey platforms such as Qualtrics, Medallia, SurveyMonkey is required.
• Experience with SQL querying data from a modern data warehouse is required.
• Experience translating research findings into executive presentations is required.

Responsibilities

• Own the Voice of Customer program across surveys, call codes, complaints, reviews, and exit data.
• Design and execute customer research studies including surveys, interviews, and 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 on learning agenda design and prioritization with the Customer Experience & Activation Manager.
• Support Data Science and predictive modeling initiatives with foundational research and validation.
• Contribute to portfolio reporting on family experience and satisfaction to executives.
• Translate qualitative and quantitative research findings into insights and recommendations.
• Other duties as assigned.

Skills

Survey design

Data analysis

Storytelling/presentation

Segmentation modeling

Cross-functional collaboration

Education

Bachelor's degree in psychology, sociology, marketing research, statistics, consumer behavior, or related field

Master's degree in a research-oriented field (preferred)

Tools

Qualtrics

Medallia

SurveyMonkey

SQL

Job description

Learning Care Group is seeking a Customer Insights Analyst to understand families, measure Voice of Customer, and translate feedback into actionable insights for marketing and operations. You will design studies, segment families, and maintain NPS/CSAT metrics across the brand portfolio.

You'll collaborate with marketing, product, and operations, using surveys and analytics tools to inform executive decisions and drive improvements in family experience.