Analyze and synthesize both quantitative and qualitative data across the end-to-end customer journey.
Pull critical signals from research, raw data (via SQL/Python), and frontline conversations, turning them into validated journeys, key moments, and business requirements.
Execute complex investigations across product, policy, and operations to identify, analyze, and diagnose underlying issues.
Develop actionable recommendations, and support the implementation of effective solutions that address systemic challenges and prevent recurrence.
Uncover high-impact insights that inform decision-makers across the company about necessary improvements benefiting both the customer and the business.
Clearly articulate findings, trade-offs, and the potential size of the upside for strategic investments.
Maintain real-time awareness of community health and emerging trends by regularly reviewing dashboards, listening posts, feedback loops, and early-warning systems.
Oversee sentiment, quality, and equity indicators, proactively identifying and investigating significant changes or anomalies.
Serve as the initial point of escalation by detecting and communicating critical shifts—both positive and negative—to relevant stakeholders.
Partner with cross-functional teams to translate insights into impactful actions that continually elevate the community experience.

Requirements

An undergraduate degree with a strong preference for candidates holding an MBA or equivalent advanced degree, with 7+ years of industry experience in a consulting, investment banking, strategy or business analytics manager, marketplace dynamics, customer insights or related commercial role.
Proven ability to perform comprehensive root cause analysis and manage intricate investigations spanning product, policy, and operational domains.
Expert-level proficiency in SQL for data extraction and manipulation.
Advanced skills in data visualization tools (e.g., Superset, Tableau) and data analysis using Python/R.
Familiarity with leveraging large language model (LLM) tools for research, pattern identification, or synthesis.
Demonstrated potential for commercial-mindedness and business acumen, with the ability to connect analytical findings directly to financial and operational outcomes.
Exceptional written and verbal communication skills, ability to breakdown complex data and insights to senior audiences.
A deeply customer-oriented philosophy, coupled with the ability to thrive at the intersection of community dynamics and the underlying business model.
An agile, growth-minded approach, demonstrated through a history of driving projects from ideation to impact.
Strong organizational skills, a strong sense of ownership and accountability, self-starter.

Benefits

Bonus
Equity
Employee Travel Credits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLPythondata visualizationdata analysisroot cause analysislarge language model (LLM) toolsbusiness requirementsinvestigationsactionable recommendationscustomer insights

Soft Skills

communication skillsorganizational skillsownershipaccountabilitycustomer-orientedagile mindsetgrowth-mindedanalytical thinkingcollaborationproblem-solving

Certifications

MBAadvanced degree