Customer Insights Analyst

The Customer Insights Analyst is responsible for understanding who Learning Care Group's families are, what they experience, and what drives their decisions. This role owns Voice of Customer measurement, survey and research design, and the analytical work that turns family feedback into actionable insights - including segment definitions, persona insights, and recommendations for marketing and operations. This role ensures that every business decision affecting families is grounded in evidence about what families actually think, need, and do.
 

1. →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.
2. →Design and execute customer research studies including surveys, interviews, and behavioral analyses.
3. →Build and maintain family segmentation and persona models used across marketing, product, and operations.
4. →Maintain measurement of NPS, CSAT, and family experience metrics across the brand portfolio.
5. →Partner with the Customer Experience & Activation Manager on learning agenda design and prioritization.
6. →Support Data Science and predictive modeling initiatives with foundational research and validation.
7. →Contribute to portfolio reporting on family experience and satisfaction to executive audiences.
8. →Translate qualitative and quantitative research findings into key insights and develop recommendations that drive marketing and operational decisions. 
9. →Other duties as assigned.
    

1. A bachelor's degree in psychology, sociology, marketing research, statistics, consumer behavior, or a related field is required.
2. 3-5 years of experience in consumer or customer insights, market research, or a comparable analytical role is required.
3. Hands-on experience designing and analyzing surveys is required, including sampling design and statistical significance testing.
4. Experience with survey platforms such as Qualtrics, Medallia, SurveyMonkey, or similar is required.
5. Experience with SQL and querying customer data from a modern data warehouse is required.
6. Experience translating research findings into presentations for executive or senior leadership audiences is required.

1. 5+ years of experience in customer insights or consumer research is preferred.
2. A master's degree in a research-oriented field is preferred.
3. Experience with qualitative research methods including in-depth interviews and focus groups is preferred.
4. Experience building customer segmentation or persona models and validating them in market is preferred.
5. Experience in education, childcare, healthcare, or other family-services consumer industries is preferred.
6. Experience with modern analytics tools including R, Python, or similar for statistical analysis is preferred.
    

1. Ability to design a research plan that will actually answer the business question at hand.
2. Working knowledge of qualitative and quantitative research methodologies.
3. Ability to distinguish signal from noise in customer feedback data.
4. Ability to say 'we do not know yet' and propose what it would take to find out.
5. Comfort presenting to executive audiences and defending methodological choices.
6. Ability to work across multiple brands and understand distinct family personas within a portfolio.
7. Excellent customer service skills with both internal and external customers.
8. Capable of working with frequent interruptions and changing priorities.
9. Effective communication skills, written, verbal and interpersonal.
10. Proficient time management, organizational skills and ability to meet established deadlines.
     

1. This role is typically performed in a professional office-based or home-based office environment.
2. Work is generally performed using standard office equipment, including a computer, phone, and other office productivity tools.
3. The role may require regular participation in virtual or in-person meetings and collaboration with team members, leaders, and other stakeholders.
4. Work is generally performed in an environment with a quiet to moderate noise level.
5. Frequent/periodic business travel may be required based on the needs of the role and the business.