DESCRIPTION
Away is seeking an ambitious Customer Insights Lead to develop and execute a best-in-class customer insights program at Away, working heavily with data / analytics, acquisition, retention, brand, product development, CX, and more. The right candidate is excited to be an employee at a venture-backed consumer brand and is eager to take on an array of responsibilities. This position is based out of our headquarters in NoHo, New York City.
REQUIREMENTS
What you'll do:
- Lead Away in its understanding of both current and potential customer segments
- Develop robust and actionable personas to inform strategy across the company, from acquisition marketing to brand partnerships to creative services and more
- Understand why people purchase Away (or don’t), what information they need to make a decision, and what channels (both online and offline touchpoints) are needed to effectively usher a customer through the funnel
- Spearhead a strategy for launching proactive insights initiatives as well as for answering ad hoc requests originating from various areas of the business
- Serve as an essential resource informing Away’s growth strategy (product assortment and features, international expansion, etc.)
- Oversee all surveying across the business, including NPS, brand awareness, product feedback, and more
- Collaborate with the data / analytics team to translate first and third party data into actionable intel
Who you are:
- 5+ years of experience in customer insights, data analysis, and/or management consulting. Retail and e-commerce experience highly preferred.
- Knowledgeable about survey methodologies, customer segmentation, and clustering analysis
- Experienced in using tools for survey building, deployment, and analysis
- Expert in Excel. Bonus points for experience with Looker
- Experience with conducting website user testing a plus
- Proficiency in basic statistical concepts, SQL, Python, or R a plus
- Intellectually curious and never satisfied with the status quo
- Able to communicate complex information to a broad spectrum of employees across the company
BENEFITS
- Competitive salary + equity
- Health, dental, and vision insurance
- 401(k) retirement savings plan
- Fitness reimbursement
- Quarterly company outings
- Annual international team trips
ABOUT AWAY
Away (awaytravel.com) is modernizing the travel experience, beginning with your luggage, while striving to set the example for how socially conscious companies should conduct themselves. In November 2015, we launched our brand in Vogue, GQ, and USA Today, and have been featured in over 100 publications including New York Magazine, Travel + Leisure, and Wallpaper*. Away was founded by two Warby Parker alums and has raised $31M in venture funding led by Forerunner Ventures, Accel Partners, and Global Founders Capital.