eCommerce Product Insights Senior Analyst

Kforce Inc; Miami (FL); On-site; USD 85,000 - 120,000; Full time

Job summary

Kforce Inc is seeking a Customer Insights Analyst in the United States. You will monitor feedback and survey data, analyze qualitative and quantitative inputs, and identify CX opportunities. You will build executive-ready dashboards and present findings to cross-functional teams to drive improvements.

The role requires strong analytical skills, survey design knowledge, and collaboration with Product, UX, Design, Engineering, and Analytics teams. Experience with VOC platforms is preferred.

Qualifications

• Bachelor’s degree in a related field is required.
• 3+ years in Customer Insights or related analytics roles.
• Experience with VOC data and survey results a plus.

Responsibilities

• Monitor feedback platforms and survey data to identify trends and issues.
• Analyze qualitative and quantitative customer data including NPS/CSAT.
• Conduct root cause and thematic analysis for CX improvements.
• Validate findings through journey analysis and metrics.
• Prepare executive-ready presentations and dashboards.
• Translate feedback into actionable business recommendations.
• Present findings to Product, Design, Research, and Analytics teams.
• Support survey design, testing, and program management.
• Review survey logic and data quality for accuracy.
• Document processes and best practices for consistency.

Skills

Analytical thinking

Communication skills

Project management

Data-driven decisions

Education

Bachelor's degree in Business, Marketing, Analytics, Statistics, Social Sciences, or related field

Tools

Jira

Confluence

Tableau

Power BI

SQL

Excel

Medallia

Job description

Responsibilities

• Monitor customer feedback platforms and survey data to identify trends, pain points, emerging issues, and changes in customer sentiment
• Analyze qualitative and quantitative data including customer comments, NPS, CSAT, behavioral metrics, and survey results
• Conduct root cause and thematic analysis to uncover customer experience opportunities and areas for improvement
• Validate findings through data review, customer journey analysis, and supporting metrics
• Perform ad hoc analyses and deep-dive investigations to support business and leadership requests
• Create executive-ready presentations, dashboards, reports, and customer insight summaries
• Translate complex customer feedback into actionable recommendations for business stakeholders
• Present findings to Product, Design, Research, Engineering, Analytics, and leadership teams
• Support survey design, implementation, testing, optimization, and ongoing program management
• Review survey logic, targeting, reporting structures, and data quality to ensure accurate results
• Document reporting processes, methodologies, and best practices to support consistency and scalability
• Identify website defects, usability issues, and customer experience challenges using feedback and data analysis
• Investigate reported issues, assess business impact, and collaborate with cross-functional teams on resolution efforts

Requirements

• Bachelor's degree in Business, Marketing, Analytics, Statistics, Social Sciences, or related field
• 3+ years of experience in Customer Insights, Voice of the Customer, Market Research, UX Research, Digital Analytics, or a related analytical role
• Experience analyzing both quantitative and qualitative customer feedback data
• Experience with Medallia or similar Voice of the Customer/Experience Management platforms preferred
• Experience collaborating with Product, UX, Design, Engineering, and Analytics teams
• Strong knowledge of survey design, survey methodology, and customer experience metrics (NPS, CSAT, sentiment)
• Advanced Microsoft PowerPoint and Excel or Google Sheets skills
• Strong data analysis, problem-solving, project management, and communication skills
• Familiarity with Jira, Confluence, Tableau, Power BI, SQL, or similar tools preferred

Preferred Experience

• eCommerce, digital product, travel, hospitality, or complex customer journey experience
• Experience supporting cross-functional initiatives within large organizations
• Ability to turn large volumes of customer feedback into actionable business recommendations

Key Competencies

• Customer-focused mindset
• Strong analytical and critical thinking skills
• Data-driven decision making
• Executive-level communication and presentation skills
• Attention to detail and organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Collaborative and proactive approach to problem solving

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.