Customer Insight Analyst Resume Sample
Colten Lesch
646 Huels Squares,
Phoenix,
AZ
+1 (555) 687 5027
Work Experience
Senior Customer Insight Analyst
07/2015
-
PRESENT
Houston, TX
- The design, scope and build of key reports to ensure the B&W team and our clients have access to insightful analytics across all areas of the e-commerce side of their business
- Evaluating data tracking and collection tools, ensuring we have the best solutions in place for capturing raw data across all client websites
- Working closely with the core Farfetch BI and Product Teams to ensure we have infrastructure in place to support analytics and reporting for B&W clients
- Supporting the Client Services Ecommerce Management team to generate data driven insights and opportunities, as well as problem solving for clients
- Providing analysis around (but not limited to) online marketing channels, customer behaviour and lifecycle, product performance and conversions, promotion impact, returns rates and causes
- As B&W grows, begin to build out benchmarking and trend reports enabling us to increase our voice of expertise within the industry
- Perform detailed analysis to enable customer insight in the business and to aid in the development of marketing communications strategy
- Maintain and evolve the tracking of our customer activity and behaviour
- Deliver customer analysis making proactive recommendations on the right customers
Customer Insight Analyst
08/2009
-
06/2015
New York, NY
- Excellent project management and documentation skills
- Relies on sound judgment to plan and accomplish goals
- Educated to BSc (Hons) level; MSc preferable
- Strong analytical mindset, advanced Excel skills
- Proficiency in at least one programming language (SQL desirable)
- Excellent verbal and written communication skills to effectively interact and build a rapport with various stakeholders in the business
- Providing ongoing understanding of customer trends as a driver of Burberry’s business
Customer Insight Analyst Intern
06/2002
-
02/2009
San Francisco, CA
- Development of profiles of the customer base across the various channels and propositions
- Production and delivery of regular management information on the key KPI’s
- Identify data requirements and implement on-going enhancements to the customer database
- Commercial Insights: providing in-depth and real-time analytics of Burberry customer acquisition and retention, customer trends, and adding the customer dimension to all facets of commercial performance
- Customer Loyalty and Experience: providing in-depth analytics on customer retention and providing an analytics engine for the success of the regional Customer Value Management program
- Perform surveys and focus groups to understand how customers and prospects view our company and products
- Experience in creating, managing, and analyzing surveys and focus groups
Education
Friends University
1997 - 2002
Bachelor's Degree in Math
Professional Skills
- Strong analytical thinking skills with ability to conceptualize analytical framework to address the business problem
- A passionate and enthusiastic attitude and excellent problem solving skills
- Strong Tableau data visualisation skills
- Strong analytical skills, flexible, proactive, organize, attention to details
- Native Mandarin, excellent written and oral communications skills in English
- Have experience of analysing complex data, ideally including experience of customer and digital (browsing) data
- Advanced problem solving skills with the ability to work in a fast paced, changing environment
How to write Customer Insight Analyst Resume
Customer Insight Analyst role is responsible for trading, finance, business, analytical, research, reporting, presentation, english, communications, excel.
To write great resume for customer insight analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Insight Analyst Resume
The section contact information is important in your customer insight analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Insight Analyst Resume
The section work experience is an essential part of your customer insight analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer insight analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer insight analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Insight Analyst resume experience can include:
- Excellent analytical and numerical skills, preferably in a marketing background
- Solid demonstrated ability to translate analytical results to business impact/implications
- Working experience in a data-driven marketing analysis and/or modelling role
- Utilising sophisticated data management tools and analysis to develop actionable insights into customer experience performance
- Experience of managing, leading and developing a team
- Experience in manipulating data and report building using SQL
Education on a Customer Insight Analyst Resume
Make sure to make education a priority on your customer insight analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer insight analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Insight Analyst Resume
When listing skills on your customer insight analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer insight analyst skills:
- Excellent time-management skills along with the ability to work collaboratively with others towards business objectives
- Excellent communication and presentation skills, to convey complex analysis and insights clearly
- Excellent interpersonal, communication and influencing skills coupled with sound commercial awareness
- Provide automated insight dashboards allowing the business to effectively and efficiently self-serve
- Be a team player working effectively with the analysts and researchers in the team to deliver the Customer Insight Strategy
- Skills in SPSS, SAS or VBA
List of Typical Experience For a Customer Insight Analyst Resume
1
Experience For Senior Customer Insight Analyst Resume
- Experience of creating propensity models and segmentation for use in personalisation / decisioning
- Proven record (2 yrs. +) in Customer Analytics within a Retail Organization
- Hands on SQL development experience
- Identify and monitor key drivers of the customer experience and quantify their impact
- Develop business cases to invest in customer experience elements
- Assist in advanced quantitative methods to perform market basket analysis, segment customers, and evaluate promotions for effectiveness and efficiency
2
Experience For Customer Insight Analyst Intern Resume
- Experience in a business analytics role
- Exceptional standards for quality and strong attention to detail
- Working with CRM Strategy and CRM Marketing Managers to define and execute targeting for communications, building in test and learn opportunities as needed
- Developing and performing standard queries to ensure data quality and identifying data gaps and inconsistencies
- Mapping appropriate data for usage in new or existing solutions as well as for on-going data activities
- Interpreting customer needs and turning them into functional or data requirements and process models
- Keeping up with developments in data analytics and sharing new ideas and best practice
- Taking the lead on project components and coaching more junior members of the team
- Understanding of relationship databases and interrogation using complex SQL queries is essential
3
Experience For Customer Insight Analyst Resume
- Performing data extraction, storage, collation and analysis across multiple data domains
- Assist in maintaining and updating employee and account assignments within Confirmit
- Present customer data insight, telling a compelling story, across the business at all levels of seniority and expertise
- Highly analytical and critical – able to draw logical conclusions out of existing data or hypothetical what-if scenarios
- Establish and maintain positive, respect, cooperative working relationships
- Deliver ad-hoc analyses, reporting, alerts, and dashboards to cross functional partners
- Responsible for QA checking across the program
4
Experience For Senior Customer Insight Analyst Resume
- Respond to employee inquiries around the NPS program – methodology questions, sample concerns, survey & reporting requests, etc
- Knowledge of statistical / data science techniques (e.g. segmentation, decision trees, regression)
- Utilise customer insights from multiple platforms such as Salesforce Marketing Cloud, Adobe Analytics, Google Analytics and Staples’ E-commerce platform to identify areas for opportunity across Staples digital ecosystem
- Be the marketing team’s ‘analyst’ representative for the CX management tool – MaritzCX and Adobe Analytics
- Strong knowledge of online analytics and marketing platforms. Experience with Salesforce Marketing Could, Adobe Marketing Cloud, in particular Analytics, Target and Audience Manager is highly desired
- Knowledge of statistical concepts and their application in analytical and reporting applications
5
Experience For Customer Insight Analyst Intern Resume
- Clear capability to drive this role forward and add significant value to a new role
- Ownership of the delivery and accuracy of Marketing’s MI output, which is visible across all areas of the business. This includes the monitoring of all engagement, acquisition and conversion channels, and ensuring quotes and sales are correctly attributed to the right channel
- Liaises with cross-functional teams to ensure that sales processes produce the ‘best-possible’ data
- Outlook and MS Office, especially competent in MS Excel & MS PowerPoint
- On a continuous basis, track the success of the CI activities against the benchmarks and KPIs set-up by UBM EMEA’s Global Customer Insight Group
6
Experience For Customer Insight Analyst Resume
- Identify and action opportunities to expand VOC data collection & VOC program instrumentation
- Analyze qualitative and quantitative VOC data to surface operational issues, friction points, and customer preferences
- Collaborate with partners to develop recommendations for changes in policies, processes and systems; support implementation of recommended changes
- Identify and communicate insights from data
- Positive attitude and the ability to change direction
- Actively participate in ad-hoc projects
- Research and implement new techniques to improve the current method of analysis to help the Group stay ahead in the market
- Provide analytical support to the organization and its various groups in order to improve marketing efforts and decision making by leveraging data mining tools and analytical methodologies
- Assist in data modeling and analysis to determine key customer insights, drive business strategies, and maximize ROI
7
Experience For Senior Customer Insight Analyst Resume
- Use statistical tools and techniques to extract and analyze trends from the customer database warehouse
- Experience in deep dive analysis and applying analytic techniques to customer/consumer behavior data to determine key customer insights, drive business strategies and maximize ROI
- Conduct multi-channel deep dive analysis for online and offline contexts using mobile phone/tablet/PC/offline browsing and purchase data
- Operationalize customer segmentation strategies and other business processes into production using SAS with combination of other analytics tools/languages
- Knowledge of SAS required
- Be responsible for sample management and collection across the global NPS program
- Work with business partners to establish automated data-feeds for survey sample files and other operational data; monitors/addresses data feed problems on an ongoing basis
- Identify insight gaps and needs from stakeholders around the business, and use this to implement strategic research projects to deliver research insights and provide actionable recommendations to support business growth
8
Experience For Customer Insight Analyst Intern Resume
- Enhance the NPS and Voice of the Customer program, develop surveys to suit business needs, track NPS, and draw out key findings and share these with senior management and relevant business units across our global offices, dig into how changes to business could be affecting NPS score trends
- Creatively make use of the most appropriate research methodology and analysis
- Develop and design new research methodology and analyses: an example of such a project might be implementing our in-house brand tracking: develop monthly surveys, run data analysis and provide key metric trend reports to senior management and relevant teams
- Continue to measure and update customer research processes, tools and deliverables against industry standards through the use of new and progressive techniques to drive efficiency
- Visualise and report outcomes in compelling ways, set up reporting dashboards and run workshops to effectively share insights and recommendations with the wider business
- Excellent communicator, able to partner with internal clients and influence their deicison-making through datat and story-telling
- Ensures integration and alignment of current studies, and reconciles data and findings from new and existing research
- Highly analytical and critical - able to draw logical conclusions out of existing data or hypothetical what-if scenarios
- Participate in weekly CIA team calibration to maintain a working knowledge of Customer Care expectations
9
Experience For Customer Insight Analyst Resume
- Insights - identifies customer segments, purchase behaviour and product marketing opportunities
- Customer selections for campaigns, marketing engagement and interaction
- Hands-on analysis of our database using the full suite of technical tools (SQL, Access, Tableau, Excel etc.) to create timely, relevant and actionable insights
- Work seamlessly alongside the various YOOX NET-A-PORTER GROUP insights teams
- Graduate in Marketing, Market Research, Sociology, Psychology, Anthropology or Business; or able to demonstrate strong understanding of and interest in consumer culture and its business implications (or equivalent)
- Experience across both qualitative & quantitative research
- Identify commercially-valuable insight from data analysis
- Story-teller with strong presentation skills and experience communicating insights with impact – both verbally and visually – to all levels of stakeholders including senior executives
- Commercial acumen and interest in a broad spectrum of luxury retail business operations
10
Experience For Senior Customer Insight Analyst Resume
- Proficient in basic office programs such as Word/ Google Docs; PowerPoint/ Keynote/ Google slides; Excel/ Google Sheets
- Able to travel internationally (less than 5-10% of your time)
- Manages and delivers custom research studies
- Leads all aspects of a research study including clearly defining research objectives and intended actions, employing appropriate research methods (secondary, quantitative, qualitative), vendor selection, sampling, questionnaire development, analysis, report distribution, etc. within the most cost-efficient manner possible
- Facilitates projects which address specific issues or needs within the Company in order to inform and help drive business decisions and actions
- Researches, tests and employs research innovations for improving ability to capture the voice of the consumer/customer. Becomes deeply familiar with existing primary and secondary research
- Successfully learns and utilizes Republic’s customer data and information systems used for Market and Consumer Insights, developing new methods to solve business problems
- Explores the use of innovative research methods to deliver more meaningful, actionable information and recommendations to the business
List of Typical Skills For a Customer Insight Analyst Resume
1
Skills For Senior Customer Insight Analyst Resume
- Strong organisational skills with the ability to multi task, especially when under pressure
- Drive to continuously develop personal skills and advance those of the wider team
- Plan analysis effectively and deliver on-time, on-budget and creating actionable insight not just information
- Manage one other analyst, prioritise their workload and develop their skill set
- Experience working in market research or performance/metric/KPI/business analysis reporting
- Experience working in Marketing, Customer or Insight function
- Experience of working within a retail and/or direct marketing business
- Excellent communicator, able to partner with internal clients and influence their decision-making through data and story-telling
2
Skills For Customer Insight Analyst Intern Resume
- Experience in survey design and using survey building software
- Support customer journeys improvement and the Top 10 Customer Experience Improvement by providing relevant and strategic customer analysis and insight
- At least two (2) years of relevant experience in business analytics, forecast, or strategic planning is required
- Experience using with in-memory analytics tools such as Power BI (or QlikView/Tableau/Similar) desirable
- Experience using R or Python desirable
- Work closely with Sr Manager, Customer Experience as integral member of customer insight program, as well as other corporate marketing team members (e.g. CMO)
- Experience using retail data to improve productivity and performance in-store
- Experience in a highly analytical field with client-facing responsibilities
3
Skills For Customer Insight Analyst Resume
- Data extract, cleansing and manipulation experience
- Multi-discipline, , sense of priority and meeting deadlines
- Analytical aptitude, with 2+ years of experience in reporting/analytics
- Experience using SQL and other query tools on large databases
- Work closely with both with internal partners and external agencies to build sustainable and effective working relationships
- Experience in qualitative research methods including interviews, diary studies
4
Skills For Senior Customer Insight Analyst Resume
- Customer-orientated and an advocate in promoting best in class customer experience
- Experience using Power Point to create presentations
- Experience with Confirmit (or Survey Platforms)
- Well-developed problem solving ability and proven track record
- Previous experience working with an optimisation tool
- Accurate, persistent with excellent attention to detail
- Previous experience in a data analysis type role coupled with customer insight exposure
- Work experience in a Customer Insights or Market Research role
5
Skills For Customer Insight Analyst Intern Resume
- Proven ability to perform intermediate quantitative and qualitative research, both primary and secondary research
- Strong commitment to quality, attention to detail, and continuous improvement
- Excellent attention to detail, both in analysis and in communication
- Excellent team player with a can do attitude
- Review and validate customer data as it is collected
- Cooperate with IT to deploy software and hardware upgrades that make it possible for us to leverage big data use cases
- Demonstrated ability to analyze and communicate findings in non-technical terms
- Experience with Domo, building cards
- A strong team player with the ability to build relationships with the team and business partners in both Germany and the UK
6
Skills For Customer Insight Analyst Resume
- Beginning proficiency of SQL databases and SQL coding
- Understanding of Quantitative Market Research reporting practices
- Producing analyses and recommendations, based on findings, to support decision making
- Working knowledge of the retail industry and customer care
- Measuring the impact that key propositions and communications have on short and long term customer behaviour
- Liaising with Corporate Customer Insights teams on data governance, analytics innovations, and best practices
- Collaborate closely at enterprise level with cross functional departments including IT, Corporate Planning, Business Unit Sales & Marketing
7
Skills For Senior Customer Insight Analyst Resume
- Lead medium-scale modeling projects, by identifying requirements and building methodology and tools that are statistically grounded
- Contribute to shaping and delivering the work plan, ensuring that best practice and innovative ideas are adopted
- Committed to continuous self-development and learning within the marketing field
- Thought leadership: Working across Marketing (and other divisions) at Senior Level to champion, influence and exploit the agenda for Customer Analytics
- Data blending and manipulation/understanding
- Continually look for improvements in process, bring efficiencies to working practices
8
Skills For Customer Insight Analyst Intern Resume
- Exposure to analysing large data volumes using such tools as SQL, Alteryx, Tableau, SAS, SPSS
- Responsible for documenting sample requirements and maintaining sample integrity
- Implement required changes to existing NPS surveys, including survey questions, invitations and alerts
- Highly numerate and analytical and capable of working with quantitative data and using statistical analysis tools such as Excel to work with large sets of data
- Tracks marketing and sales performance across acquisition, demand, conversion and retention – daily performance, weekly trading, monthly and quarterly reviews
- Identify opportunities to roll out new data science methods, technologies and thinking, bringing in best practices from the global data science team
- Deliver marketing benefits optimisation recommendations based on campaign performance evaluation
- Answer ad hoc business questions using a structured analytics approach that delivers robust results
- Act as the customer advocate, helping TalkTalk’s staff to know and relate to its customers at the overall and segment level
9
Skills For Customer Insight Analyst Resume
- Represent the voice of the customer within the organisation and bring this to life for stakeholders
- Collaborate with others by working in a team of peers to solve problems; shares information with peers, manager, and customers, as appropriate
- Organizes resources and information in an efficient manner to handle competing demands and accomplish what needs to be done
- Basic understanding of financial analysis and relational databases
- Highly numerate with problem solving abilities
- Act as a senior business partner to capture requirements and provide consultancy to the Senior Marketing team. Provide challenge where appropriate
10
Skills For Senior Customer Insight Analyst Resume
- An understanding of, or a willingness to learn, SQL and other analytical tools
- Oversee the deployment of data to the data warehouse, collaborating closely with IT
- Create or discover new data procurement and processing programs
- Work with cloud based BI/data visualization tool such as Domo for reporting and dashboard delivery. Be a Domo Master
- Develop and produce data outputs and reporting mechanisms
List of Typical Responsibilities For a Customer Insight Analyst Resume
1
Responsibilities For Senior Customer Insight Analyst Resume
- Partners with IT and Business Intelligence team to deliver data requirements for large scale research programs and manages vendors for ad-hoc research initiatives
- Proven record in Customer Analytics; ideally in a luxury retail environment
- Be able to explain your findings to Senior levels within the organisation (up to Head of Department) and have good stakeholder management capability
- Proactively manage the adoption of world-class science, and champion the capture and sharing of knowledge across the analytical community
- Comfortable collaborating across functional departments
2
Responsibilities For Customer Insight Analyst Intern Resume
- Advanced dregree in a quantitative field
- Proficiency in SQL, familiarity with HiveQL
- Knowledge of statistical/data science techniques (e.g. segmentation, decision trees, regression)
- Fast and independant learner
- Understand target audiences' needs, tasks, and goals and translate them into creative concepts and functional components
- Prepare presentations for various teams and stakeholders
- Communicate challenges and issues as appropriate
- Positive track record participating in successful projects with cross-functional teams and a proven ability to balance multiple daily tasks and long-term strategic projects
- Work with cloud based BI/data visualization tool such as Domo for reporting and dashboard delivery
3
Responsibilities For Customer Insight Analyst Resume
- Provides a customer view of sales performance and opportunities
- Maintenance of test panels – VOC (email, product feedback
- Scope and manage projects from beginning to end, including all commercial elements to ensure that projects are delivered on time, within budget and to brief specification
- Work closely with stakeholders to ensure sound knowledge of client objectives and customer insight, to subsequently design best-in-class solutions
- Guide and direct analysts in realising efficiencies and creating standard processes, such as ways of automating code, removing manual tasks, or re-engineering processes
- Strong, active analytical curiosity and creativity, as well as a critical thinker and problem solver
4
Responsibilities For Senior Customer Insight Analyst Resume
- Role model best practice analytical behaviours such as project management and QA to ensure a consistently high quality of work is delivered on time
- Experience with analysis and data governance – specifically in aggregating data from disparate sources (internal systems, external feeds, the web, etc.) – ideally with customer information
- High proficiency with Microsoft Office products (Excel, Word, PowerPoint)
- Work cross-functionally to manage and organize work processes and ensure efficient work flow
- Deliver results with upfront direction but with limited supervision
5
Responsibilities For Customer Insight Analyst Intern Resume
- Generate reports and lists via BBA’s CRM system (Salesforce.com) in support of a variety of departments and business processes
- Strong technical skills with a particular focus on SQL / SAS to interrogate the data warehouse efficiently. An understanding or demonstrable use of R / Python would be beneficial
- Understand the transactional and customer data within our SCV and translate this into clear and concise insight
- Be a custodian of our data, working with the Data Management teams to ensure it is coherent and our reporting and analytics accurate. Feed requirements into the Data management team for new data features and attributes
- Play an active position within both Sainsbury’s Argos and Sainsbury’s Group analytical community, contributing significantly to the community
- Be strong technically, with the ability to write SQL queries across large data sets, expert in Excel (ideally inc. VBA) and experience with Power BI. Knowledge of web analytics platforms, such as Adobe Analytics an advantage
- Prototype and iterate reporting to meet user’s requirement in appropriate platform an advantage
6
Responsibilities For Customer Insight Analyst Resume
- Lead Business Partner relationships
- Undertake stand-alone analytical projects
- Contribute to the research for assessment, introduction and rollout of tools and technology platforms for analytics, automation, insights and visualization
- Empower and partner with key decision makers to ensure timely, comprehensive and insightful information that has business impact
- Lead and develop a small team
- A willingness to learn and embrace new technologies and help drive business change
7
Responsibilities For Senior Customer Insight Analyst Resume
- Map data sources across the enterprise
- Provide analysis and metrics
- Implement new data analysis methodologies as needed
- Ensure integrity of data collection and utilization
- Data-focused and highly analytical
8
Responsibilities For Customer Insight Analyst Intern Resume
- Detail oriented, organized, with high attention to accuracy and quality of results
- Open minded, collaborative, team player
- Diagnose root cause of problems, determine cause and effect relationship
- Experience with statistical tools (e.g. R) and analysis, regression modeling and forecasting, time series analysis. Able to write SQL scripts for analysis and reporting (SQL, MySQL)
- Supporting the development of data-driven customer focused solutions to meet the UK Home Strategy whilst also meeting customer’s needs
- Take a creative role in innovating, improving and building the tools and analysis of Customer Insight at DLG
- Proficient in the use of general computing packages such as Word and Excel
- Provide ongoing reports
9
Responsibilities For Customer Insight Analyst Resume
- Provide clear recommendations, ensuring ‘why’ and ‘so what’ are always delivered and actions can be taken
- The ability to identify and articulate opportunities for business development
- Enthusiastic with the ability to engage others to deliver work to a very high standard
- Highly competent in data analysis
- Self-motivated and proactive individual with the drive to succeed
- Continuous reporting and analysis of various sources of Customer Insight and measurement into the business to a range of product and brand stakeholders across the business
- Run customer experience measurement surveys and other data collection methods and operate as an impartial control function for the business, ensuring the customer perception of end to end experience is truly understood
- Deliver a suite of dashboards and reports as agreed with business stakeholders to highlight the customer experience wand its impact on business and financial performance
- Co-manage customer insight agencies, providing relevant customer samples for research and to ensure a smooth running of all customer measurement and insight activities, within timescales and budget
10
Responsibilities For Senior Customer Insight Analyst Resume
- Continually monitor the customer experience at journey level to evaluate the impact of delivered performance and work with stakeholders to design research programmes to measure the impact of innovations for customer
- Adopt a continuous engagement programme with key stakeholders to build a role of trusted advisor and maintain an environment that supports the dissemination of insight across DLG
- Expert user for MS applications including Excel, Access, Word and PowerPoint
- Be responsible for management of, aware of the risks of and custodian of highly sensitive customer data and details
- TCF - 'Deliver fair treatment of customers at all times, to support the DLG organisational culture and regulatory requirement of fair outcomes'
- Capable and experienced in techniques to deduce from a data set the influences from different attributes e.g. multiple regression, multivariate analysis of variance, discriminant analysis
- Articulate analysis for a non-technical audience with clarity and in an engaging way
- Applied statistics - one of ideally applied statistics/operational research/management science
- The ability to work on own initiative and contribute to the direction of projects
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