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Customer Insights Analyst

San Francisco, California, United States

Customer Insights Analyst

Full-time | San Francisco | California | United States

THE CHALLENGE

At Eventbrite, we share the bold goal of delivering the world’s best event organizer tools and attendee experiences. We believe understanding and empathizing with the behaviors and needs of our users is central to this mission. We're seeking a talented individual to join our Customer Insights team, help us gain a better understanding of our customers, and generate actionable insights and customer-centric recommendations that drive our product roadmap, business initiatives, and company performance.


THE CUSTOMER INSIGHTS TEAM

The Customer Insights team is the go-to team that identifies core customer needs and helps all Eventbrite employees build a stronger understanding of the real world problems our customers face. We empower Eventbrite to leverage insights as a regular and valued input to our product roadmap, design decisions, strategy development, and everyday decision making. The Customer Insights team is part of Eventbrite’s Customer Experience Organization, which also includes Customer Experience Strategy & Implementation, and Customer Support Operations.


THE ROLE

The Customer Insights Analyst, located in San Francisco and reporting directly to the Head of Customer Insights, will be responsible for uncovering the “why” behind the “what” we see in our customer data. By combining customer analytics with business insights, s/he will develop a deep, holistic understanding of our customers, and generate actionable insights that drive business decisions. S/he is someone who gets excited to explore, understand and solve real customer problems.

THE IMPACT

  • Help build and grow a deeply impactful NPS program that strategically advances how Eventbrite ideates, builds, measures, and improves products and customer experiences
  • Gather, analyze and interpret customer data from multiple sources (e.g., customer feedback, ongoing CX measurement, web analytics, ad-hoc customer research, support contact drivers, behavioral and operational data, industry trends), identifying and quantifying key drivers of customer experience
  • Perform financial linkage analyses, quantifying the relationship between customer experience and business outcomes (e.g., retention, revenue)
  • Conduct customer analytics that inform the product roadmap, product marketing efforts, support initiatives, and general business strategy
  • Design and implement adequate testing  and success measures for CX programs and experiments
  • Complete ad-hoc analytics projects (i.e. customer profiling) and conduct data queries leveraging our global creator database, using SQL
  • Partner with the Data Warehouse and RevOpsc teams to help optimize data capture, validation, and models
  • Build easy to digest reporting and dashboards that resonate with both technical and non-technical audiences
  • Create clear, concise presentations that highlight customer insights and articulate strategic opportunities for growth
  • Influence key business stakeholders and help inform business decisions with customer insights
  • Evangelize customer insights and help create a culture of customer-centricity at Eventbrite

THE SKILL SET

  • At least 3+ years of experience in analyzing customer behavior and experience data, preferably in SaaS, ecommerce, customer/market research, or operations 
  • Bachelor’s Degree in quantitative/research field or equivalent practical experience 
  • Experience with data analysis, qualitative and quantitative research methodologies, with a particular focus on statistical principles including correlation, cluster, factor, and regression analysis
  • Proven experience with all of the following: 1) A statistical software package (e.g., R, Python, STATA, SPSS, SAS), 2) Data manipulation tools (e.g., SQL), 3) Web analytics tools (e.g., Google Analytics, Amplitude), 4) Data visualization tools (e.g., Tableau)
  • Demonstrated ability to turn insights into actionable recommendations
  • Proven track record working with cross-functional teams, as well as establishing an internal network of relationships at all levels of the organization
  • Experience and success in using data to tell a story; including the ability to draw and synthesize insights from a number of different sources
  • Excellent communication skills, including the ability to present complex concepts clearly and persuasively across diverse audiences at various levels of our organization

ABOUT YOU

You have a passion for the customer and want to make a real-world impact. You are comfortable analyzing business problems using data-driven techniques. These techniques may involve quantitative analysis, manipulating and summarizing data, and visualizing and telling stories through data. To be successful, you should enjoy using or getting up to speed on a wide range of analytical tools, methods, and platforms. You are someone who gets energized by a challenge; likes to dig deep into the data when early results generate more questions than clarity; and is looking for an opportunity to grow personally and professionally.



ABOUT EVENTBRITE

Eventbrite is a global ticketing and event technology platform, powering millions of live experiences each year. We empower creators of events of all shapes and sizes – from music festivals, experiential yoga, political rallies to gaming competitions –– by providing them the tools and resources they need to seamlessly plan, promote, and produce live experiences around the world. Last year, the team served 795,000 creators hosting nearly 4 million experiences across 170 countries. Meet some of the Britelings that make it happen.


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Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity.  We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.

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