Our purpose is to positively impact people’s lives every day in every home around the world! We work very hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people, with great ideas, who want to build the next big thing and develop while they do.
SharkNinja is seeking a motivated individual who is passionate about and understands the value of delivering an exceptional consumer experience. The Principal Cx Analytics & Insights will report directly to the Senior Director Global Cx Analytics & Insights and will review and report out on Voice of the Consumer (VOC) data trends at SharkNinja ranging from qualitative behaviors of consumers all the way through KPI / metrics for our customers. The Principal Cx Analytics & Insights must provide valuable and actionable insights to the Customer Experience leadership team on how to improve the business/strategy while maintaining the highest standard of customer/consumer service. The Principal Cx Analytics & Insights, is also responsible for communicating and presenting pathways for continuous improvement for the Consumer Excellence Team. These recommendations may take the form of new processes, KPI introductions, new deep dive analysis and business transformation projects.
Responsibilities:
- Provide day to day quantitative analysis, as requested by Executives or Management. Work with different data sources, proceed to analysis, and share results with stakeholders.
- Distilling the key takeaways from large datasets into simple everyday language to drive actions and improvements, be a data storyteller.
- Prepare Daily/ Weekly / Monthly reports for key executive meetings, that provide actionable insights vs. just the data, in a clear and concise manner.
- Be proactive with data findings to shape the future of Consumer Excellence, not being comfortable with the status quo.
- Capable of summarizing complex data to be presented/shared in a simple comprehensible way for SharkNinja executives via PowerPoint.
- Represent the voice of the Consumer Excellence team in cross functional meetings and represent own area of specialization with confidence and purpose.
- Participate fully as a member of the team and contribute to a positive and inclusive work environment.
Requirements:
- Advanced proficiency of Excel and Power Point.
- Experience with data visualization tools like Power BI and Domo an asset.
- Ability to create visualizations of data trends to present to cross functional teams and management.
- Comfortable presenting to front line associates and to C-Suite executives.
- Experience with AI transcript analysis and Sediment Analysis.
- Able to work with substantial amounts of data and easily identify meaningful trends.
- Adapts well to change and manages time effectively to meet deadlines.
- Bachelor's degree preferred.
- Minimum 5 years of contact center data analyst or marketing data-oriented role.
- Minimum 3 years in a team lead role.
- Previous experience in the durable goods category a definite asset.
- Previous experience working Power BI is a plus.
- Lead us to be “RARELY SATISFIED”
- Make things better each day; “PROGRESS OVER PERFECTION”
- Use your knowledge of our consumer, understand that “DETAILS MAKE THE DIFFERENCE”
- Deliver something great; “WINNING IS A TEAM SPORT”
- Be clear and honest, “COMMUNICATING FOR IMPACT”
We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at accommodations@sharkninja.com