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
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • SanicFrameworks
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail
    • MarketoLead Gen

Location

620 8th Avenue, New York, NY 10018

An Insider's view of Newsela

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 have office spaces named after favorite children's books and letters from teachers posted to bulletin boards. We love to keep our mission of "Unlocking the Written Word for Everyone" top of mind.

Ariel

Sales Development Representative

What projects are you most excited about?

Here at Newsela we are constantly trying to improve. This is especially true when it comes to back to school time. How do we get schools, teachers, and students using Newsela at a high level as quickly and seamlessly as possible is a question I think about almost daily. I am so excited about what the start of the 2018-2019 School Year will bring!

Lauren

Educator Specialist

How has your career grown since starting at the company?

I've actually 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?

Newsela offers all the content teachers need. Students are excited to read, to make learning fun and engaging. It's more than accessibility and thoughtfulness and inclusivity - I want everyone to be reading, and I want Newsela to be the experience that helps them build the skills to get them there.

Emily

Content Partnerships

How do your team's ideas influence the company's direction?

Marketing is at the core about how people feel about Newsela, so we're always thinking about ways to delight not just our users, but anyone facing challenges we're looking to solve. That could be specific to personalized learning or differentiated instruction, or broader topics concerning school climate and culture.

Sho

Marketing Communications Manager

What are Newsela Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
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
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical 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
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
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