Overview

We’re looking for a Senior Analyst to join the Customer Analytics team. You will be responsible for owning key analytical projects, reporting, and processes leading to insights that help drive decision making to better serve and retain our customers. We are seeking a motivated and energetic data analyst to support the growth of the analytics function of this team

As a Senior Analyst on the Customer Analytics team, you will help lead strategic, data-driven decision making at Mailchimp. In this role, you will apply a variety of analytical tools and techniques to conduct analyses to understand and explain customer behavior, business trends, and predict future business outcomes. Your main stakeholders will be the customer success and product support teams. You’ll work cross-functionally with product, finance, marketing, legal, and others -- to support the business on strategic analytics requests and build cross-functional reporting to arm Mailchimp with insights that will help steer our future.

What you'll bring

• Minimum of 3 years experience in an analytics-focused role. Prior work experience within a SaaS company and customer support or success enablement function is a preferred

• Bachelor’s or Graduate degree or equivalent experience. Field of Studies required: In a quantitative field or commensurate experience such as Statistics, Business Analytics, Data Science, Applied Math, Econometrics, Operations Research, etc.

How you will lead

Analysis & Insights

• Build analysis plans and experimentation plans for cross-functional projects

• Using a combination of SQL, Excel/Sheets, and Tableau to analyze multiple kinds of data sets to provide a complete picture of user behavior

• Design experimentation initiatives, develop experiment tracking, analyze results and present recommendations

• Develop data infrastructure guidelines for new customer outreach programs and partner with data teams to implement

• Identify and synthesize both quantitative and qualitative research and trends related to the business

• Craft narratives and recommendations from analyses, build presentations, and present findings to business stakeholders

Drive Visibility & Decision Making

• Develop and iterate Customer Team initiative reporting (e.g., Tableau & Looker dashboards, visualizations)

• Facilitate insight generation from KPIs, highlighting and decomposing trends and drilling down to identify underlying drivers

• Build relationships and provide analytical guidance to business stakeholders and lead

Functional

• Deep understanding of customer support, customer success enablement (Zendesk reporting, experimentation, next best action modeling), and user behavior data analysis is a plus (Salesforce, Zendesk, Google Analytics, Adobe Analytics, etc.)

• Expertise in analyzing data from a variety of different sources (quantitative and qualitative), presenting the data in a clear and concise manner, and developing actionable insights

• Experience in partnering with and presenting to cross-functional leadership

• Strong communication, collaboration, and problem-solving abilities

Technical

• Advanced knowledge in SQL, Python, and experience working with cloud based data warehouses (Google BigQuery, Redshift, or Snowflake)

• Proven experience in stitching together disparate data sources and building data infrastructure, defining KPIs, and tracking business performance

• Experience with business case modeling and market/opportunity sizing

• Demonstrated experience with data visualization tools (Tableau/Looker) and dashboard development for executive and customer-facing teams

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.