Product Insights & Analytics PM

Remote / Redmond, WA

Bluehawk Consulting is seeking an experienced Product Insights & Analytics PM to deliver customer data analysis and data synthesis support to our client's Voice of Customer (VOC) team.

Project Overview

The CSO (Consumer Sales Organization) VOC team is the centralized resource for our client's consumer sales team to collect, analyze, synthesize, and share feedback on the customer experience to drive change across stakeholders. VOC listening mechanisms include: Direct survey feedback from customers on the website, feedback from in store sales professionals about day-to-day interactions, online customer ratings and reviews, and data from consumer sales support agents (contact reasons, chats, CSAT, etc.).

The VOC team is looking for a 40 hr/week strong data analyst to focus on deriving product insights from across these customer listening mechanisms and data sets. This person should be skilled in analyzing massive data sets, with an emphasis on qualitative data (customer verbatims) to boil down to key issues and learnings with experience presenting clearly to an executive audience.

Note: Data analytics dev platform is a partner team to this role (and will take guidance and requirements from the person in this role) to enable successful analytics; data is collected, stored, processed, and available via Power BI and Search tools - these capabilities are ever-evolving.

Requirements

Synthesize and distill large amounts of qualitative survey comments (verbatims) into themes; skilled at translating complex "issues" into key learnings and opportunities, with recommended actions.
Define problems and solution/impact measurement; evaluate points across the customer experience journey that need improvement based on customer feedback.
Work with dev teams lead to help define requirements for reporting needs/capabilities to improve quality of insights.
"Quantify" qualitative data sets (customer comments/verbatims).
Maintain relative familiarity (not expertise) with technology industry and product experiences: Understand differences and nuances between product experiences and consumes them regularly (PC hardware & software subscriptions/experiences - Surface, Windows, Copilot - and competitive landscape).
Publish, present, and share learnings with stakeholders, including executive audience.
Execute primary research via customer surveys and/or "new" listening mechanisms to improve the quality of product insights (and partner with platform/dev team to enable reporting and results).
- Scope, define, launch, and manage a set of customer surveys with partner agency to enable accurate and meaningful data collection that enables quality product insights.
Familiarity with marketing analysis & performance: Conversion, response rates, customer segmentation, demographic data etc.
Familiarity with merchandising performance considerations: Product sell through, attach rate, margin analysis, sales categories.

Monthly Deliverables, Commitments, & Associated Responsibilities:

1x Product Insights summary for month end and executive Monthly Business Review (MBR).
Estimated 2-3x year: Scope, launch, management of net new product launch surveys.
2-3x month formal analyses/readouts from customer listening data sets (aligned to business needs).
1x week platform SCRUM meeting to share evolving reporting/analytics requirements for dev team.
1x week team meeting to review ongoing projects, roadmap, workbacks.
1x month end insights review (present findings).
Ad hoc meetings as needs to accomplish all of the above.

Skills & Experience

Minimum of five years' experience analyzing quantitative respondent-level survey data. A working knowledge of marketing research questionnaire design and sample selection is required. Knowledge of Net Promoter Score or CSAT is a plus.
3-5 years' research experience; at least 1 year primary and secondary research.
Skilled in Excel and PowerPoint; ability to communicate complex ideas in an efficient and compelling way in Power Point and strong Excel skills including pivot tables, complex formulas.
Familiarity with Power BI, Power Apps, SQL are a plus.
Ability to prioritize and manage assignments to meet deadlines and establish relationships with stakeholders
General project management skills - bring stakeholders together, define problem, propose solution (research or survey), execute, and bring stakeholders along.
Proven experience managing internal and external stakeholder relationships and familiarity with client market research or research vendors/suppliers.
Excellent presentation and communication skills, with ability to develop creative/non-traditional solutions for undefined challenges.

Education

Required Education

Bachelor's degree.

Our Diverse and Inclusive Culture

Bluehawk Consulting is a Kirkland, Washington-based management consulting firm helping Fortune 500 clients improve their performance, increase their efficiency, and enhance organizational value while reducing costs.
We are a team who love to accomplish great things together!

We excel at hiring talented people who are driven to create solutions for our client's most challenging projects. Uniting amazing talent with meaningful work experiences is our passion; fostering an environment that embraces individuality and unique gifts embodies our values and fuels our purpose.

We Value:

Our diverse team, they make us great!
Consultative, client-focused and interactive approaches
Innovation, actualizing potential, and a positive outlook towards change and accepting challenges
Learning, listening, and communicating openly with respect
Passion, energy, zeal - we have lots of it
Humor, lightness, and flexibility

We care about creating a supportive environment and positive employee experience. Employees will receive competitive pay, health insurance, including medical, dental, and vision coverage (choose between our Base Plan with HSA or Buy-up PPO plan), 401(k) with company match, 12 paid holidays, and up to 15 days of paid time off (PTO) per year. We also offer life insurance and a short-term disability benefit.

Salary Range for this position: $106,000 - $117,500

Bluehawk is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

If this sounds like a place you'd like to learn more about, visit us at

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