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Director, Customer Insights

Nashville, Tennessee, United States

Director, Customer Insights

Full-time | Nashville | Tennessee | United States

THE ROLE

Director, Customer Insights will define and bring to life the vision for Customer Experience as the champion for a holistic end-to-end experience for our customers with clear line of sight to business outcomes. S/he will lead a global multi-faceted customer insights program responsible for understanding what matters to our customers and bringing these insights into various teams within Eventbrite to create customer-centric experiences.

THE IMPACT

  • Leading Eventbrite’s global customer experience measurement program
  • Developing a global NPS strategy that measures the event creators’ relationship with Eventbrite, acts on the data and in turn grows our business and retains our customers
  • Designing and overseeing the customer experience measurement and management system, including collection of surveys and experience data, and our global closed loop processes
  • Leading the continual identification, development, prioritization, tracking, and implementation of customer listening posts (e.g., transactional NPS surveys, digital feedback)
  • Managing the workflow from NPS questionnaire and sampling design, programming, through reporting and insights
  • Evaluating and implementing the tools, processes and organizational support needed to run a world-class customer experience management program
  • Leading the NPS core team, a cross-functional team with contributors from Product, Product Marketing, CX, RevOps and Brand Strategy
  • Creating and scaling a customer-driven product development and go-to-market process 
  • Integrating the voice of the customer into existing product development processes
  • Working with teams across Eventbrite (e.g., Product, Design, Marketing, CX) to identify opportunities and action plans to address customer feedback and increase customer engagement and retention
  • Systematically collecting and sharing out key customer experience insights for retention and growth
  • Leading a Customer Insights Taskforce of cross-functional customer insights experts (representatives from CX, CS/Sales, and Music) to identify and unite customer data across different channels 
  • Identifying key drivers of customer loyalty and satisfaction and the root cause of customer pain points across the entire customer journey, utilizing, among others the Net Promoter System (NPS) framework and Eventbrite’s rich customer support contact data 
  • Creating and maintaining a scalable process of customer data unification and customer need/pain point prioritization 
  • Developing the reporting standards and processes required to analyze and report on customer insights 
  • Building cross functional relationships to ensure that a customer-centric mindset drives the development and optimization of key business strategies
  • Connecting the larger business to the customer. Increasing the connection of employees to customers through establishing new programs to build customer empathy and bring the customer voice to the work our teams do every day
  • Growing and mentoring junior team members in the Customer Insights team

THE SKILL SET

  • 10+ years of insights and story-telling experience
  • Experience translating data into insights that have measurable impact on the product, business and customer experience
  • A talent for translating business problems into strategies to drive deeper customer connection
  • A passion for problem-solving, comfort with ambiguity, and creativity.
  • Ability to think big and understand complex feature sets
  • Ability to distill complicated topics into language that anyone can understand
  • Self-motivated and able to manage multiple parallel projects
  • Exemplary, executive-ready verbal and written communications skills

FSLA - Exempt


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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