Business Ops Insights Specialist
WHO WE ARE LOOKING FOR
The Business Operations Insights Specialist will provide daily consumer sentiment and voice of consumer reporting, and will also provide ad hoc reporting to provide consumer experience insights for key promotional events, programs and pilots, and department specific insights to help partners improve the consumer journey.
We are looking for someone with a passion for data and analytics who is able identify and understand consumer patterns, expectations, and pain points. We need someone who is able to manage multiple conflicting priorities, deliver results quickly, and who is able to tell a story using data.
WHAT YOU WILL WORK ON
You will spend your time studying our consumers. You’ll analyze data and insights, consumer sentiments, trends, and behaviors so that you can effectively represent the voice of the consumer as it pertains to specific events, programs, and business functions. You’ll pull together one pagers and short presentations that clarify what the data is telling us about consumer experiences, expectations, and friction.
During a typical day/week, you will be in the data. You’ll work in tools like Clarabridge, Tableau, In Moment, and Speechminer to understand what the consumer sentiment is about different consumer experiences. You’ll receive ad hoc requests – things like studying how consumers feel about specific events and programs, and how that is reflected in contact volume and cost to serve within our different consumer facing teams.
You will also be on point to create daily, weekly, and ad hoc “read-outs” that will be used to represent the voice of our consumers to other, non “consumer facing” teams. This will help inform business process creation and the impact that operational teams have on the consumer experience.
WHO YOU WILL WORK WITH
As an Insights Analyst, you will be a part of the Business Operations team. You’ll partner extensively with all internal North America Consumer Services functions (Service Experience, Elite Services Team, Client Experts on Demand, Partner Operations), as well as cross-functional tech and data teams. You will also partner with geo counterparts to stay connected and united as we focus on friction mitigation and prioritizing consumer centric analytics.
WHAT YOU BRING
Bachelor's degree in Business, Marketing, Mathematics, Computer Science, Data Science, or related field of study.
Minimum 5 years of relevant professional experience.
3-5 years of experience with integrating qualitative and quantitative analytics to produce holistic conclusions
Advanced Excel and PowerPoint or Keynote skills required.
Ability to work independently in fast-paced environment, balancing multiple deliverables with tight deadlines
Passion for our consumers and athletes: ability to empathize and view experiences through a consumer-centric lens, genuine determination to design and deliver best in class experiences.
Experience with Clarabridge, Tableau, SQL, and text analytics is preferred.