Customer Insights Analyst Resume Sample
Mckayla Heaney
25203 Lauriane Skyway,
Chicago,
IL
+1 (555) 363 1019
Work Experience
Senior Customer Insights Analyst
08/2015
-
PRESENT
Boston, MA
- Support product teams’ efforts to ensure that key titles are market ready at publication and launch
- Champion customers’ views, practices, and intentions throughout the organization
- In market research and customer facing roles that involve identifying customer needs and aspirations and developing strategies to meet them
- Translate business problems into research goals and action plans
- Working knowledge of qualitative and quantitative market research methodologies and their application to marketing, product development and continuous improvement opportunities
- Experience in managing complex projects across functional areas
- Experience in acting as an advisor/consultant
- Facilitation skills, including workshops and qualitative research methodologies such as interviews, online communities and focus groups
Customer Insights Analyst
05/2011
-
07/2015
Chicago, IL
- Compile seasonal topline overviews of customer snapshots for GMM’s and Market/Trade Area Leadership teams
- Create easily consumable, visualized reports of customer research and metrics for key stakeholders and executives with actionable insight call-outs that influence decision-making within Bloomingdale’s
- Coordinate and design compelling cross- functional PowerPoint presentations for key meetings - Strategic Council, Store Team Conference, Principal’s, etc
- Experience in in the areas of ecommerce, customer analytics, customer research, support, data analysis, and text analytics
- Experience working with vendors and dispersed team and managing their expectations
- Someone who is passionate about problem solving, supporting teams with their queries, analytics, process enhancement and product development
- Experience performing analytics - good understanding of data flow and data structures
- Strong communication analytical and interpersonal skills
- Work independently and problem solve using creative methods
Customer Insights Analyst Consumer Lending
06/2008
-
12/2010
Boston, MA
- Willingness to learn and work in an extremely fast paced environment
- Able to successfully engage in multiple initiatives simultaneously
- Answer customer calls directed to the CEO or Executive Management with the intention of lodging a complaint, using courteous and professional language and tone
- Reviews complaint letters or emails directed to CEO or Executive Management, enter complaint summary into CHART and upload copies of letter or email
- Calls customer to acknowledge that the e-mail or letter complaint to the CEO or Executive Management has been received and is under investigation
- With support from CX team reporting analyst, provide qualitative commentary on weekly Executive Complaints volume and issue updates to Head of Enterprise CX, Executive Management Administrative support team
- Reviews alerts from Public Relations and other key groups to enhance awareness of potential significant customer service issues, disaster response plans, etc., to prepare for potential call volume increases to lodge complaints with CEO or Executive Management
Education
Brown University
2003 - 2008
Bachelor's Degree in Statistics
Professional Skills
- Strong communication skills and advanced influencing skills to lead integration of research findings into actions cross-functionally
- Proven ability to create compelling PowerPoint presentations, utilizing story-telling and creative design skills
- Strong commercial acumen, numeracy and modelling skills, with exceptional attention to detail and pride in producing high quality work
- Strong verbal and written communication, problem-solving skills and analytical ability
- Strong data analysis and data visualization skills
- Excellent numeracy skills (some understanding of statistical methods an advantage)
- Proven analytical skills with the ability to collect, analyse and disseminate significant amounts of information with attention to detail and accuracy
How to write Customer Insights Analyst Resume
Customer Insights Analyst role is responsible for analytical, advanced, excel, commercial, research, database, languages, presentation, sql, modeling.
To write great resume for customer insights analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Insights Analyst Resume
The section contact information is important in your customer insights 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 Insights Analyst Resume
The section work experience is an essential part of your customer insights 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 insights 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 insights analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Insights Analyst resume experience can include:
- Communicates directly with customers, acting as an ambassador of the Bank of the West brand, to acknowledge receipt of complaint and sets expectation for customer on resolution process and anticipated resolution timing
- Ensures complaints are documented in accordance with the Customer Corporate Policy and Bank procedures. Ensures that appropriate procedural requirements are being followed by team members
- Works with department manager and peers to ensure key Consumer Banking management stakeholders are updated on progress of high visibility customer complaints (e.g., executive, regulatory, etc.)
- We have a strong preference for experience analyzing customer support data. Better yet: experience delivering support!
- Strong presentation and influencing skills to lead change with technical and non-technical teams
- Effective project management and organization skills, the ability to work well under tight deadlines with attention to detail
Education on a Customer Insights Analyst Resume
Make sure to make education a priority on your customer insights 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 insights 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 Insights Analyst Resume
When listing skills on your customer insights 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 insights analyst skills:
- Excellent SQL skills (preferably experienced using analytic functions including partition windows)
- Excellent planning and organising skills with a drive for results, problem solving and action oriented
- Demonstrated data management skills utilizing a large and complex database environment
- Demonstrate insatiable curiosity and critical thinking skills
- Multi-task and effectively prioritize in a fast-paced and dynamic environment
- Team player with excellent interpersonal and communication skills (both verbal and written)
List of Typical Experience For a Customer Insights Analyst Resume
1
Experience For Senior Customer Insights Analyst Resume
- Experience with a variety of market research methodologies
- Identifying, extracting and cleansing relevant data from source systems
- Monitoring back list performance and making pricing adjustment recommendations
- Liaising with the pricing team on pricing governance and product launch
- Measuring and analysing commercial performance of our campaigns across existing customers (cross/up-sell, process-triggered, drive NPS, etc.)
2
Experience For Measurement & Evaluation & Customer Insights Analyst Resume
- Maintaining and regularly updating a pricing history and benchmark database
- Building the models of customer, revenue and cost to underpin margin optimisation analysis, pricing analysis and business forecasting
- Providing ad-hoc reporting and MI to the business, driving what is periodically useful into standard production
- Analyzing the market context using qualitative and quantitative research to identify market trends, competitive pressures and business opportunities
- Collaborating with sales and marketing to develop clear and logical recommendations that lead to actionable decisions
- Developing a workflow for reporting on campaign success at a product level
- Understanding and application of marketing budget and revenue
3
Experience For Customer Insights Analyst Consumer Lending Resume
- Supporting marketing and the business P&Ls with relevant insight to find new sources of growth
- Understanding and modelling by customer value the revenue drivers, cost of growth and cost to serve for each business unit
- Communicating results in a clear, proactive and timely manner, and including suggested actions to add value
- Segmenting existing customers in relevant ways for value management and action triggers
- Maintaining and regularly updating the suite of relevant customer / commercial insight
- Supporting marketing and the broader business with relevant insight to find new sources of growth
- Providing ad-hoc reporting and MI to the business
- Conducting studies to evaluate the corporate impact resulting from business strategies, client needs and/or changes in the market
4
Experience For Customer Insights Analyst, SMB Resume
- Participating in requirements gathering, analysis, design and development of current and future BI initiatives
- Designing and managing customer studies
- Tracking actions taken driving change
- Monitor and report on metrics related to personalization and testing including translating into actionable insights and recommendations
- Collaborate with CRM team, Marketing Team, and other internal clients to assure that reporting project needs are being met and information is accurate
- Make recommendations for optimizing marketing programs and processes based on reporting / analysis
- Prototype creative solutions quickly, and lead others in crafting and implementing solutions displaying superior technical vision
- Develop and execute website testing with A/B and multivariant testing methodologies
- Monthly reporting on content output levels and phasing
5
Experience For Customer Insights Analyst Co-op Resume
- Compile competitor data for the marketing team (including hotel and airlines own sites)
- In a lead capacity, develop and execute approaches to solving complex business questions related to the brand and other marketing initiatives
- Using and analyzing data to develop business insights
- A passion for delivering service excellence and putting the Customer first
- Identify new/innovative techniques & suppliers that bring leading edge innovation and lead special projects to further develop organizational capabilities
- Consults on the development and execution of strategic initiatives by leveraging existing data and insights that anticipate customer behavior
- Be responsible for ad-hoc analysis, preparing customer’s segmentation and identifying customer’s profiles,
- Deliver a range of complex solutions, working with marketing team members across the group to agreed standards and timescales,
- Report insights back to the Sales& Marketing Director in regard to campaign analysis - providing recommendations on future campaigns
6
Experience For Big Data Customer Insights Analyst Resume
- Assist in developing and sharing best practices tools in order to formulate insights that drive business and sales
- Analytical methodology, transforming business questions into analytical approaches while also managing practical considerations
- Conduct customer segmentation and profiling marketing and sales lists for customer buy-in
- Engages subject matter expertise from Compliance, Legal, Corporate Security, Human Resources and others, as needed, to ensure accurate handling of complaints
- Continually works with business unit leaders and Compliance leaders to improve the complaint handling process to increase accuracy of reporting and speed of processing and enhance the customers’ experience
7
Experience For Customer Insights Analyst Resume
- Routinely identifies observed complaint trends to discover possible areas of risk or potential for systemic remediation. Prepares countermeasure recommendations when appropriate
- Demonstrated experience in being an active contributor on a cross-functional brand team
- Trusted – provides accurate and on-time reporting and analysis to help drive the success of self and others; ability to prioritize tasks and manage schedule
- Engaging with senior stakeholders and subject matter experts to scope and bound the problem statement and agree project delivery timescales
- Using advanced analytical tools and approaches to gain relevant insight from data to address the problem
- Presenting findings to key business partners
- Modelling with commercial integrity all proposed price changes to inform the decision process
- Analysing financial impact of price approach in view of overall history as well as profitability of customer
8
Experience For Senior Customer Insights Analyst Resume
- Understanding the customer base health and value; identify key value segments at risk (to protect) and key segments to cross/up-sell to
- Building the models of customer, revenue and cost
- Working with internal management teams and external clients to understand and define data requirements
- Creating front-end reports and queries to provide data access to business users
- Facilitating focus groups, interviews, usability studies, and other structured dialogues
- Analyzing data and behavior to recommend change
- Communicating findings, outcomes, and updates to the organization through presentations, newsletters, dashboards, and executive summaries
- Work with cross functional partners and vendors to implement the online personalization and testing
9
Experience For Measurement & Evaluation & Customer Insights Analyst Resume
- Self-aware and self-motivated, comfortable working with ambiguity
- Support the CRM Team in file selection, list pulling, as well as AD HOC analysis
- Stay current with retail, marketing, ecommerce and editorial trends in CRM and Customer Insights
- Plan and deliver discrete project-based customer analytics support to business that deliverable actionable recommendations, including
- Lead the implementation of all project analyses, including
- Speak directly with Tesla customers when difficult satisfaction issues arise, along with partnering with department managers to resolve concerns
- Drive external research projects to position marketing strategy
- Organise the customer data sets into logical relationships to help marketing teams make informed decisions
- Develop and maintain regular and scheduled marketing results dashboards to ensure the team are aware of brand performance and issues as they arise
10
Experience For Customer Insights Analyst Consumer Lending Resume
- Commitment to operational excellence and ongoing personal growth
- Compile, extract, and synthesize large volumes of marketing, customer, and operational data that can be used for analytic purposes
- Develop data-supported hypotheses and insights to business questions using tools such as SAS, SQL, Tableau, Hadoop, and Excel
- Expert proficiency in Excel including VLookups, pivot tables, etc
- Log bugs with required description and follow-up on previously reported incidents to bring them to closure
- Expert problem solver adept at finding better ways to view and present data
- Author and program online surveys utilizing PCNA standard tools
List of Typical Skills For a Customer Insights Analyst Resume
1
Skills For Senior Customer Insights Analyst Resume
- Strong interpersonal skills, with the ability to articulate complex thoughts, influence and drive people across the organisation
- Presence – demonstrates the ability to effectively express ideas and opinions on team-level tasks
- Strong verbal and communication skills required to communicate at all levels of organization
- Prior Experience working with leading BI reporting tools
- Demonstrated experience leading and coaching teams
- Established skillset for conducting and using qualitative methodologies
2
Skills For Measurement & Evaluation & Customer Insights Analyst Resume
- High analytical problem solving, lateral thinking and interpretive skills
- Demonstrated experience in analysing and manipulating large, complex data sets for commercial team usage
- Exceptional technical skills using tools such as SQL Assistant, SAS, Spotfire, Tableau, etc
- Relevant consumer commercial analyst experience, (experience in a recurring service business and with a digital proposition would be ideal!)
- Experience working with digital products such as apps and web experiences
- Basic and high level business math functions and analytical skills
- Analytic experience; experience with predictive modelling for CRM applications desired
- Business / commercial modelling skills
3
Skills For Customer Insights Analyst Consumer Lending Resume
- Strong collaboration & cross functional working experience
- Advanced visualisation and data presentation skills
- Communicate with all levels of the business, prioritize & manage assignments to meet deadlines and establish solid relationships
- Experience within e-commerce domain to understand major functions of Pre-Purchase and Post-Purchase Member experience is required
- Provide market research to support the development of new products and services (secondary skillset)
- Technical Aptitude: Develops technical skills independently, including SQL, Sheets/Excel, Git
- Previous e-commerce experience and experience with multimedia presentation development desired
4
Skills For Customer Insights Analyst, SMB Resume
- Advanced analytical skills. Competency in Excel & Tableau
- Performing financial evaluation to assess pricing action effectiveness
- Bring focus to our retail and service experience by providing a regional view of customer feedback
- Understanding of our customers and their behaviours in order to increase engagement, build stronger relationships and improve revenue and profitability
- Experience in interpreting customer insights and crafting/delivering insightful presentations to stakeholders
- Proven knowledge and ability of owning marketing and operations initiatives / projects
- Experience structuring data to test hypotheses and develop key insights for marketing and external stakeholders
5
Skills For Customer Insights Analyst Co-op Resume
- Professional marketing or marketing operations experience
- Support the businesses with regular analysis on pricing levels, campaign effectiveness, and product output levels, including
- Develop effective means of measurement for Marketing Specialists to gauge campaign successes and brand positioning
- Experience manipulating and analyzing large amounts of data
- Strong proficiency in Microsoft Excel (including pivot tables) and PowerPoint
- Experience with Sales Force platforms and technologies (ie. Veeva/Salesforce.com CRM and Reporting)
- Work with multiple stakeholders within the Field Sales organization, while keeping a focus on main priorities and critical initiatives
6
Skills For Big Data Customer Insights Analyst Resume
- Professional experience in CRM, statistical analysis, predictive modeling, business analysis or comparable consumer analytics position
- Related work experience in Business Intelligence analysis and reporting
- Comfortable working with fluid priorities and tight deadlines
- Experience working with Adobe or Google Analytics
- Expertise with survey design and approaches to measuring customer experience (e.g. Net Promoter, Customer Effort, etc.)
- Experience in marketing research or customer insights
7
Skills For Customer Insights Analyst Resume
- Evaluate, monitor and improve effectiveness of existing campaign and program segments
- Evaluate, monitor and improve effectiveness of existing databases, tools and services used by the Customer Insights and Data Analytics team
- Demonstrate ability to build and foster productive working relationships with cross-functional teams
- Proven knowledge of marketing research methodologies and data implementation
- Experience in consumer lending / credit cards analysis
- Customer-focused, with a passion for delivering the best possible customer experience
- Any experience in coding would be an advantage
- Experience applying human centered design principles
8
Skills For Senior Customer Insights Analyst Resume
- Ideally experienced working with premium lifestyle customers
- Previous experience working in an agency highly appreciated
- Experience managing projects
- Experience facilitating conversations, interviews, and focus groups
- Excellent communicator, both written and oral, who can creatively bring customer needs to life for audiences of all levels
- Marketing, market research, project management or data analytics experience
- Experience managing vendor relationships, contracts, timelines and budgets
- Strong curiosity about what motivates customers and how to apply these insights to our day-to-day business
- Strong interest in fashion retail
9
Skills For Measurement & Evaluation & Customer Insights Analyst Resume
- Experience working with a broad range of qualitative and quantitative research methodologies (surveys, online communities and panels, ethnographies)
- Experience in evaluating sales trends
- Experience of embedding new processes within a business environment
- Experience working with big data (Hadoop, etc.) or visualization products (e.g. Tableau, SAS Visual Analytics, etc.)
- Analytical - Excel expert with experience using SQL and statistical analysis to mine data for trends and patterns
- Track internal data validation efforts of Corporate Counsel contacts in order to map against the total addressable market
- Analyze complex business questions in order to better understand our customer’s experience and how to improve it
- Strong Communication: Asks questions to guide someone to their true needs
10
Skills For Customer Insights Analyst Consumer Lending Resume
- Strong Empathy: Understands the perspective of both customers and business partners
- Leverage business and financial experience to evaluate current performance levels as well as potential improvements
- Knowledge and experience with third party data systems and how to incorporate and use that date to enrich analytics
- Demonstrate knowledge of public and industry data sources and agencies
- Experience with one or more statistical software languages/application (SAS, SPSS, Cognos, SQL)
- Experience in insurance or financial services industries
- Constantly investigate and learn/apply findings to extract larger set of effected Members to assign proper priority to Member Feedback
- Strong attention to detail, and continuous improvement mind set
List of Typical Responsibilities For a Customer Insights Analyst Resume
1
Responsibilities For Senior Customer Insights Analyst Resume
- Strong analytical skills; ability to synthesize data, identify root cause of issues, develop recommendations and influence decision makers
- Excellent written and verbal communication skills; ability to clearly communicate objectives, plans, status, and results across organizational levels
- Self-motivated and able to effectively manage multiple priorities within a fast paced environment
- Technical Aptitude: Develops technical skills independently, including SQL, Sheets/Excel, Git, Python
- Strong knowledge of business, database systems and data analysis/statistical analysis experience
2
Responsibilities For Measurement & Evaluation & Customer Insights Analyst Resume
- Advanced visualisation & data presentation skills
- Strong thought and content leadership, i.e. ‘leading by example’ in commercial integrity, attention to detail, and continuous improvement mind set
- Modelling proposed price changes to inform the decision process
- Communicating results in a clear, proactive and timely manner
- Work with limited supervision but understanding when to escalate
- Influence teams across Lyft to build better solutions for our customers using your insights & analysis
3
Responsibilities For Customer Insights Analyst Consumer Lending Resume
- Build repeatable and intuitive reporting that enables a global team to understand how to deliver support for our customers
- Analyzing data to influence outcomes
- Provide analytical insight by examining the best ways to utilise data through technical solutions that can impact business strategy and add value,
- Work on developing analytics to match linear inventory to consumer brands to increase sales opportunities
- Basic understanding of CRM system, customer analytics, and data governance
- Develop customer feedback loops for existing projects & analyze results for strategic relevance
4
Responsibilities For Customer Insights Analyst, SMB Resume
- Participate in in person interviews and testing when appropriate
- Develop analytics to understand behaviours including customer behaviour, channel use, customer segments, product value, social media and lifetime value
- Insight generation and storytelling, present insights and recommended actions
- Passion for small businesses
- Collection and synthesis of internal and external data
- Construction of analyses that build arguments to support or negate project hypotheses
- Development of sophisticated numerical models to support scenario evaluation
- Determination of financial impact and associated risk of recommendations
5
Responsibilities For Customer Insights Analyst Co-op Resume
- Provide insights to grow Walmart's $2B+ Cookie/Cracker business
- Work closely with global counterparts to gather insights into Tesla’s potential and existing customer base. Bring focus to our store and service experience by providing a global view of customer feedback
- Self-starter who is able to take initiative to drive results with minimal supervision
- Work closely with the Manager, Customer Insights to understand business processes, challenges, needs and objectives, and to execute your clients’ customer analytics enablement plans
- Periodic sales-led, and retailer-driven, category reviews, integrating shopper and consumer data, trends and market research findings and insights, resulting in the establishment of strategies for assortment, pricing, promotion, shelving that reflect the retailer’s, and McCain’s, strategies
- Work with sales strategy and planning teams to support the annual Customer Planning Process through training programs and planning tools to support sales’ develop and execution of annual plans
- Creative – ability to look to multiple sources of information to answer a question
- Problem Solver – ability to assess and analytically develop solutions to challenges; challenges and pressure-tests data
6
Responsibilities For Big Data Customer Insights Analyst Resume
- Insightful – ability to derive results from various sources and exhibits genuine curiosity about the drivers of results and future opportunities
- Use innovative statistical research methodologies, including a new area of measurement called meter-based evaluation that is strategic in value for SCE’s energy efficiency programs,
- Provide thought leadership and appropriate insights and analytics to enhance Target’s sales and margin results through compelling recommendations and presentations
- Understand and provide insights on drivers of customer acquisition and retention from marketing channel level
- Understand eCommerce/digital trends and how they relate to shopper’s purchase journey whether online, instore, or both
- Develop a strategy and champion customer-centricity across marketing and other customer-facing departments; take a leadership role in developing customer segmentation and deep customer insights
- Customer Analysis and segmentation modelling
7
Responsibilities For Customer Insights Analyst Resume
- Manage ROI/engagement analysis on the market spend
- Manage NPS Programs and recommendations for brand perception
- Advanced SQL or similar query language (recommended Base SAS + Enterprise Guide)
- Exposure to process analysis and quality improvement
- Use Voice of Customer (VOC) reports from multiple channels to identify top customer pain points and root cause, developing and prioritizing recommendations for product and process improvements
- Monitor change in datasets over time and create dashboards and stories to socialize learnings. Respond to emerging issues and influence prioritization with quantifiable data
- Build and maintain deep relationships with Product Management, Development, Marketing, Sales, and VOC teams, providing data-backed insights to support Care priorities
- Contribute to the product development lifecycle, embedding with teams from planning through release, sharing Care backed perspectives
8
Responsibilities For Senior Customer Insights Analyst Resume
- Maintain technical knowledge of product areas and provide insight into customer usage and needs
- Run experiments/tests that provides insights and learnings on customers’ behavior
- Able to work flexible hours (different time zones)
- Constantly switch analysis capabilities from one platform to another platform to make complete use of tools when interpreting Member feedback into actual experience and identify impact of issue
- Connect pieces of data to tell a story/insights which can be acted on
- Analytical yet focused on the business impact of data and insights
- Function in support environment and function with other support groups on daily basis
- Self Starter, owns the problem and it's resolutions and have a great sense of urgency in deliverables. Works in close partnership with vendor facing product liasons to make sure of fast troubleshooting and timely delivrables with quality
9
Responsibilities For Measurement & Evaluation & Customer Insights Analyst Resume
- Need to be people person who is able to get to the root cause and resolution working his/her waythrough various teams with logic and clarity of what needs to be accomplished
- Expert user of Excel and writing Sequel queries. Ideally also experience using a BI interface
- Responds to information requests from store and other business partners in timely fashion – Online, Stores, Call Center and Home services
- Strong commercial acumen, numeracy and modelling skills, with exceptional attention to detail and pride in producing high quality work. Also the ability to transfer knowledge to more junior analysts is essential
- Shape decision-making into alternative commercial options to choose from
10
Responsibilities For Customer Insights Analyst Consumer Lending Resume
- A natural curiosity to constantly search for opportunities to add value to Customers and reduce costs to the Business
- Positive, enthusiastic and supportive of others. Acts as role model to others
- Use in-depth business knowledge to lead performance tracking/post-campaign evaluation market research and analysis supporting brands/TAs using both primary research and secondary data analysis across segments
- Provide project management support (research brief design, questionnaire development, NTA, etc) to Customer Insights Manager for primary market research projects supporting brands/TAs
- Lead KPI analysis and interpretation (with data reporting assistance from Sales Analyst) to lead performance updates, proactively identifying opportunities/issues linked to key customer segments and strategies, and resulting strategic implications
- Demonstrated experience in primary market research and secondary data analytics
- Strong understand of Excel
- Experience customer or consumer analyst (desirable)
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