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Customer Insights Specialist

| Greater NYC Area

Newsela is an Instructional Content Platform that brings together engaging, accessible content with integrated assessments and insights to supercharge reading engagement and learning in every subject. Do you want to be part of the literacy movement? We are dedicated to our mission to unlock the written word for everyone. Five years since our launch, Newsela is in 90% of US schools, in addition to being in over 180 countries. The result has been more engaged readers—and engaged readers are better learners.

The Customer Insights Specialist will work directly with a cross-functional team to enhance the overall experience of our customers and make them successful. You will monitor all customer interactions with the product and recommend specific areas of focus to target and improve, through a combination of data and user feedback. You will be tasked with measuring the overall satisfaction and quality of every aspect of our organization, focusing on the delivery of services to our customers, and the overall satisfaction of Newsela as a product.

In the first few weeks and months on the job, you will quickly become a resident expert in the product, understanding where users stumble and where users find success. You’ll be able to parse feedback and align it to specific problems.

You’re a problem-solver. You’re driven to improve the experience of users—admins, educators, and students—who make use of Newsela every day. You’re not afraid to roll up your sleeves, and you’re committed to strategically amplifying the voices of our user base.

Responsibilities

  • Oversee and lead an increase in Customer Satisfaction across the organization
  • Oversee and maintain regular NPS benchmarking, analyzing, compiling and presenting results to the broader organization
  • You will work closely with the product and engineering teams
  • Identify areas of the product that are negatively affecting customer experience and share insights to cross-functional teams
  • Monitor and report on all customer interactions, managing a single source of information for other teams
  • Experience with sending out surveys
  • Become expert in holes and gaps in the product; make regular and specific recommendations

The Ideal Candidate

  • Bachelor’s degree
  • Demonstrated experience with analyzing, interpreting, and presenting data
  • 1+ year of research experience, either in an academic or business setting

Some Plusses

  • Highly analytical nature
  • Strong ability to build relationships across organizations
  • You’re self-starter with the ability to start conversations when you have the data


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • ReactLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • SanicFrameworks
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail
    • MarketoLead Gen

Location

Situated in the New York Times building, our location boasts not only convenience for commuters, but also plenty of food and shopping options nearby.

An Insider's view of Newsela

What’s the vibe like in the office?

Amazing. Newsela is a trusting and responsible environment where we have control to get our work done when and where is best for us.

Vanessa

Lead Web Application Developer

What's the biggest problem your team is solving?

On the Community team, we work with school leaders and teachers to create innovative applications of Newsela article content to support our mission to "unlock the written word for everyone". Our goal is to engage and empower educators with tools to enhance their students' learning.

JJ

Educator Specialist

How has your career grown since starting at the company?

I've grown leaps and bounds at Newsela! I initially started out as an enterprise sales development representative and went through a mentorship program to transition to the account management team! I cannot measure the amount of growth I've experienced the past two years.

Emma

Account Manager

What is your vision for the company?

I work with a team of kind, smart people, who are energizing on a daily basis. It is important to put your values to work during the interview process—create accountability for culture when new people join, and don't forget about it as they grow.

Kieran

Chief Technology Officer

What’s the vibe like in the office?

The Newsela office is a collaborative workspace. The office is designed to reflect the clients we serve. We love to keep our mission of "Unlocking the Written Word for Everyone" top of mind.

Ariel

Sales Development Representative

What are Newsela Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Newsela offers the opportunity to join various affinity groups operated by members of each community to help facilitate an inclusive and diverse workplace where all people are valued.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We provide free daily breakfast. Employees can select from our cereal bar, yogurts, oatmeal, fruit, granola bars and unlimited cold brew on tap!
Game Room
Our teams love to take time to challenge each other to a game of ping pong or pool throughout the day, and maybe even a ping pong tournament every now and then.
Stocked Kitchen
Newsela has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored seltzer you can handle. You might even be able to catch a Top Chef competition every now and then.
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer an annual stipend to encourage all employees to keep learning!
Time allotted for learning
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