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Director, Customer Research & Insights

San Francisco, California, United States

Director, Customer Research & Insights

Full-time | San Francisco | California | United States

THE CHALLENGE

At Eventbrite, we aim to deliver groundbreaking event organizer tools and attendee experiences, globally. We’re looking for an experienced leader to drive research and insights.


THE TEAM

The Eventbrite Brand team is a centralized, multi-disciplinary group of strategist, designers,researchers and makers, who work across product groups and functions. We are designing the future and the today of the Eventbrite brand through every interaction within and outside of the product. We are specialists within our individual products, as well as our areas of expertise. Partnering with Product Managers, Engineers and other functions, we conceptualize and craft designs for experiences that will define the success of our business and our brand for the future.


THE ROLE

We’re looking for a Director, Research and Customer Insights to leverage primary and secondary research, analytics and market insights to understand what matters to our customers and bring these insights into various teams within Eventbrite to create customer obsessed experiences. We’re looking for someone who gets excited to explore, understand and solve real customer problems, and how to bring the humanity of the research to life to inspire product, marketing, design, and all functions to better serve our customers.

YOUR IMPACT

  • The role is responsible for building a deep connection with our customers from a emotional needs through to evaluative feedback on products and services.
  • You’ll wear many hats and spend part of the time collaborating with business units to find answers to their customer and product questions, while also leading studies on our market perception and position.
  • Develop and implement research methodologies that drive consistency and quality across all products
  • Your team regularly launches large surveys, deliver monthly updates on our Brand Tracker, and lead generative ethnographic studies.
  • Additionally, you’ll be building and leading an incredible organization of smart, passionate researchers curious about how to bring the world together through live experiences. 
  • The research team is the go-to team that uncovers core customer needs and helps all Britelings build a stronger understanding of the real world problems our customers face.

THE SKILL SET

  • 10+ years of qualitative and quantitative research methodologies.
  • Experience translating research into insights that have measurable impact on the product, business and customer experience.
  • A talent for translating business problems into research methodologies and strategies to drive deeper customer connection
  • 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
  • Excellent oral and written communication skills

ABOUT EVENTBRITE

Eventbrite is the world’s largest ticketing and event technology platform, powering millions of live experiences around the globe. We build technology that allows anyone to create, share, find and attend events of all kinds. Music festivals, marathons, conferences, hackathons, political rallies, fundraisers, gaming competitions— you name it, we power it. Meet some of the team and read about our Brand Summit.


IS THIS ROLE NOT AN EXACT FIT?

Sign up to keep in touch and we’ll let you know when we have new positions on our team.


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


FLSA Status: Exempt

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