Hellofresh Newark , NJ 07101
Posted 1 week ago
Reporting to the Director Business Intelligence and Data Science, the Sentiment Analytics Manager will lead the design and development of text, speech and social analytics solutions for the success of our customer insights program. They will partner closely with our insights program lead on a mission-critical task: improve customer experience by identifying pain points from our interactions with them. They will be responsible for analyzing transcripts and interaction data, and delivering comprehensive insights packs that inform a customer-centered company strategy via a unified, comprehensive view of the customer. The successful candidate will collaborate closely with the Customer Care (CC) team and other key cross-functional partners e.g., Logistics, Pick and Pack, Quality, and Marketing to ultimately drive discernible improvements in the customer experience.
The ideal candidate will possess strong business acumen, excellent storytelling and problem-solving skills, and a robust technical toolkit. Key responsibilities will include problem solving for complex and often ambiguous problems, convert problem discovery into analytically rigorous toolkits, and develop and deploy best practice guidebooks for the deployment of those toolkits. They have the ability to partner with insights, strategy and other key cross-functional disciplines and lead the technical execution of strategic, multi-brand or brand-agnostic, category-focused analytics. They will build a culture of knowledge-sharing and collaboration to level-up the technical contributions from the entire organization.
You will
Deliver customer behavioral data analytics with granular insights, bringing consumer perspective to company strategy
Develop "insights playbook" for winning concepts and build out processes to quickly scale those concepts
Be the thought leader on creation of data models and visualizations that depict trends in customer insights, such as: drivers of NPS or drivers of CSAT
Produce analytics reports and data visualization dashboards to enable business stakeholders to understand actionable insights coming out of data
Partner with our Data Science team to continuously improve the accuracy and efficacy of our topic modeling algorithms used in text mining and analytics
Identify gaps in our data types or data sources and develop new ways to collect the data we need to fully understand the sentiment of our customers
Support continuous improvement projects, product launches and various pilots for the customer insights function by providing clear, concise, and relevant data, reporting and dashboards
Synthesize and share key findings from data findings with business leaders and stakeholders
Manage and design the reporting environment, including data sources, security, and metadata
Create appropriate documentation that allows team members to understand the steps of the data analysis process and duplicate or replicate the analysis if necessary
Lead all ad-hoc projects and other tasks for the business
You are…
You have...
A minimum of 4-5 years of advanced data analytics and insights experience
Proven success working with large, complex, and unstructured data sets
Fluency in writing SQL, Python/R to query and manipulate datasets
Proficiency in creating effective visualizations using visualization software, like Tableau, Power BI or Looker
Proficiency in Google and Microsoft tools including Word/Documents, Excel/Sheets, PowerPoint/Slides
Expertise with market leading text analytics tools (e.g. Medallia, Qualtrics) a plus!
Bachelor's degree required (Business, Mathematics, Statistics Computer Science, Information Technology Analytics, concentrations preferred)
This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
Prolonged periods working at a desk and on a computer
Reading information on a computer screen and inputting data into a computer system
You'll get…
Competitive salary, 401k with company match that vests immediately upon participation, and company equity plan based on role
Generous PTO, including sabbatical, and parental leave of up to 16 weeks
Comprehensive health and wellness benefits with options at $0 monthly, effective first day of employment
Tuition reimbursement for continuing education
Up to 75% discount on subscriptions to HelloFresh meal plans (HelloFresh, Green Chef, Everyplate, and Factor_)
Access to 7 different Employee Resource Groups (ERGs) including those for BIPOC, women, veterans, parents, and LGBTQ+
Inclusive, collaborative, and dynamic work environment within a fast-paced, mission-driven company that is disrupting the traditional food supply chain
This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks and responsibilities as needed to meet changing business needs, operational requirements, or other factors.
New York Pay Range
$116,250-$155,000 USD
Hellofresh