Customer Insights Analyst
The Opportunity
As the Customer Insights Analyst you will be creating insights throughout the customer and producer journeys via highly exploratory analyses, to drive customer experience and producer experience. The insights will also contribute to the design and delivery of a customer- and audience-centric marketing strategy. You will work across peer groups and stakeholders to identifying pain points and influence the process design and optimization that would improve the customer experience
The Team
This position is part of the Data Foundation & Journey Analytics team, sitting within the marketing analytics group, which is responsible for marking measurement and insights to drive marketing strategy. The Marketing Analytics and Customer Insights team is a part of the MassMutual Brand and Marketing group. It aims to drive growth and opportunities across the organization with brand analytics, marketing technology, insights and customer engagement.
The Impact
As a Customer Insights Analyst, you will:
Work with the marketing research team to quantify and create a framework to understand customer personas, mindset and behaviors.
Build and quantify key touchpoints across customer lifecycle through the visualization of customer personas and journey maps.
Identify low-hanging fruit and friction point of customer journey that would improve customer experience as well as sales opportunity.
Build customer journey data mart prototype, and work with data engineering team to enable data automation.
Deliver concise, clear and actionable presentations to decision-makers
Communicate data in a storytelling format, engage your audience and implore them to act
Minimum Qualifications:
Bachelor's degree
5 years of experience of marketing analytics or customer analytics
Proven statistical/mathematical and analytical skills, familiarity with visualization tools such as Tableau or MicroStrategy, hands on experience with SQL, R and Python.
Ability to use advanced knowledge of data sources, tools, statistical principles/methodologies and techniques to improve business outcomes.
Strong written & oral communication, and collaboration skills that enable clear and concise communication of data issues and analyses that can be understood by a broad audience
Strong interpersonal skills and ability to work in a team environment as well as independently
The Ideal Qualifications
Data Modeling experience
Master's degree in Analytics, Applied Mathematics or Engineering
Proven experience with complex statistical predictive modeling, strong story telling skills to deliver actionable insight.
Hands on experience with a web analytics service (i.e. Google Analytics, Adobe/Omniture, Snowplow)
Hands on experience with visualization tools such as Tableau or MicroStrategy, proficiency in SQL, R and Python, knowledge of On-Premise and Cloud data architect on a high level.
Ability to lead vendor data ingestion through sftp and API, experience with designing analytics
What to Expect as Part of MassMutual and the Team
Regular meetings with the Marketing Analytics and Customer Insights team leads and Marketing & Brand stakeholders
Focused one-on-one meetings with your manager
Access to mentorship opportunities
Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
Access to learning content on Degreed and other informational platforms
Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits
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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.