Customer Intelligence Analyst

| Somerville

To reinvent an industry, you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer, engineer, researcher, and artist in the world.

The Customer Experience team is looking for someone who can help complete time-consuming analysis so that we're better prepared to make decisions that positively affect operation and customer experience/success plans. This work will help us identify and scope problems to ensure that the solutions we design will be informed by data and sound analysis.

As a Customer Intelligence Analyst, you will work closely alongside members of the Customer Team to move work through the project management funnel. You will also spearhead data-focused special projects like customer health scoring, customer churn analysis, etc. In this position, you will report to the Head of Customer Experience.

The Job:

  • Analyze NPS, CES, operational data, and Culture Amp survey data to identify opportunities to report on and improve customer/employee experience
  • Build operational dashboards and Tableau visualizations to help evaluate the team
  • Lead Salesforce Service Cloud dashboard reporting efforts
  • Partner with the Documentation Team to analyze Google Analytics data and provide recommendations for Help Center optimization
  • Spearhead data-focused projects to help improve customer experience
  • Collaborate with multiple teams to ensure projects are completed well and on time
  • Identify opportunities to improve our documentation and customer education assets
  • Author quarterly customer feedback report

Requirements:

  • Bachelor’s degree in a quantitative field of study
  • Experienced and knowledgeable in data wrangling, building data models, and developing insights
  • Proficient in SQL
  • Curious about the intersection of people and data--you know how to ask questions to get to the heart of the matter
  • Advanced project management skills
  • A results-driven attitude that allows you to power through projects at lightning speed

Bonus:

  • Current or former entrepreneur
  • Familiarity with NetSuite, Salesforce, Magento, PowerBI, Tableau, Splunk, or Qlikview
  • Programming skills

Our Perks:

  • Flexible Vacation
  • Premium coverage for medical, dental, and vision plans
  • Paid parental leave
  • Commuter benefits
  • Unlimited 3D prints

We're an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing.

Read Full Job Description

Location

35 Medford St. Suite 201, Somerville, MA 02143

An Insider's view of Formlabs

What’s the vibe like in the office?

Culture is extremely important at Formlabs. With now over 400 people combined in our Boston and Berlin offices, the goal is to “keep Formlabs weird,” which is really just a fun way of saying, “let’s keep things interesting.” Since we are trailblazing the way for a new era of low-cost manufacturing, keeping things interesting isn’t too difficult!

Formlabs

Formlabs

What projects are you most excited about?

Everything we produce is an ongoing project. A big focus for us has always been to relentlessly improve upon our existing products. We release regular updates to our software, printer and materials - keep an eye on our blog to see all the exciting things we have planned for the coming year!

Formlabs

Formlabs

How does the company support your career growth?

Everything Formlabs is doing and creating has never been done before. We are a work-in-progress organization with a lot of space for growth. We seek to cultivate an environment where individuals can contribute their own new ideas and participate in the evolution of the company.

Formlabs

Formlabs

What is your vision for the company?

We're committed to bringing powerful and accessible fabrication tools into the creative hands of professionals around the world.

Formlabs

Formlabs

What are some social events your company does?

We regularly have people organizing everything from whiskey tastings to ice climbing. The interest-diversity here is vast and people are quick to jump in and learn something new. Just to name a few of our internal “clubs," we have Booklabs, Filmlabs, Whiskeylabs, ping pong tournaments, Fitness Bootcamp, yoga, Ragnar, summer camps, hackathons . . .

Formlabs

Formlabs

What are Formlabs Perks + Benefits

Formlabs Benefits Overview

We invest in our people. That's why we provide flexible vacation, generous premium coverage for medical, dental, and vision plans, paid parental leave, commuter benefits, and unlimited 3D prints. We are committed to offering a holistic benefit package to support you inside and outside the office.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Fitness Subsidies

Additional Perks + Benefits

Catered lunches 3x per week, unlimited snacks, office pets, 100% healthcare coverage, regular presentations and technical talks, Form Clubs for anything and everything.. CoffeeLabs, WhiskeyLabs, PaintLabs, GameLabs, FilmLabs, the list goes on. A culture that welcomes you into your FormFamily from Day One.

More Jobs at Formlabs84 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR
Internships
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Marketing
new
Somerville
Developer
new
Somerville
Finance
new
Somerville
Sales
new
Somerville
Operations
new
Somerville
Sales
new
Somerville
Sales
new
Somerville
Sales
new
Somerville
Developer
new
Somerville
Sales
new
Somerville
Internships
new
Somerville
Developer
new
Somerville
Marketing
new
Somerville
Sales
new
Somerville
Internships
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Project Mgmt
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Product
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Data + Analytics
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Project Mgmt
new
Somerville
Internships
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Marketing
new
Somerville
Operations
new
Somerville
Operations
new
Somerville
Finance
new
Somerville
Sales
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Developer
new
Somerville
Marketing
new
Somerville
Developer
new
Somerville
Internships
new
Somerville
Sales
new
Somerville
Finance
new
Somerville
Developer
new
Somerville
Product
new
Somerville
Developer
new
Somerville
Internships
new
Somerville
Internships
new
Somerville
Design + UX
new
Somerville
HR
new
Somerville
Data + Analytics
new
Somerville
Developer
new
Somerville
Project Mgmt
new
Somerville
Developer
new
Somerville
Operations
new
Somerville
Developer
new
Somerville
Internships
new
Somerville
Internships
new
Somerville
Internships
new
Somerville