Customer Insights Coordinator [United States]

 

Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog’s nutritional needs, and deliver directly to our customers’ doors. Through Ollie’s carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives.

As a member of our growing team, you’ll take part in a company culture that cares deeply about its work and its team members.

Ollie’s Customer Insights Coordinator will work under the Senior Member Experience Manager to help capture the valuable perspectives of Ollie members. You will form a deep understanding of our customers by exploring their behaviors and mindsets across qualitative and quantitative research approaches. You will assist with reporting on insights across the organization, and will also help track insights across the broader pet food space. You’re passionate about Ollie’s potential to improve the well-being of pets everywhere, and will equip yourself and others across the organization with insights to fuel our next phase of growth.

This role is based remotely in the US and will report directly to the Senior Member Experience Manager.

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What You'll Do:

• Collaborate with Member Experience team members and other stakeholders to understand business needs & recommend approaches to collecting insights.
• Assist the Sr. Member Experience Manager in survey & questionnaire writing. This could include collecting insights on Ollie’s recipes and products, new feature releases, and/or various other touchpoints across the member lifecycle.
• Build all surveys in Ollie’s survey platform (Typeform), QA surveys, and work with CRM channel owners to determine the best approach for distributing surveys for quickest results & maximum response rate.
• Maintain ongoing surveys by tracking responses, distributing incentives where applicable, and continually looking for opportunities for improvement.
• Assist in analysis of insights by coding open-ended responses, performing basic analyses, and collaborating on powerful reports to be shared across the organization on a monthly and ad-hoc basis.
• Stay up-to-date on the pet food space by following competitors & industry outlets, and sharing findings with relevant parties.

Who You Are:

• You have an understanding of qualitative & quantitative research approaches and the use cases for each. Formal experience conducting research is not required, but interest in the consumer insights space is a must.
• You have the ability to “find the story” by gathering information to be synthesized into a meaningful message.
• You have experience conducting data analysis via Excel/Google Sheets, and/or a desire to grow analytical skills.
• You have strong communication and writing skills, with a keen attention to detail.
• You have a self-starting attitude with a high EQ and desire for growth & development.
• You are able to work collaboratively and take feedback from the Sr. Member Experience Manager and other stakeholders
• You are interested in the pet industry, with an eye towards understanding how competitive brands are evolving to meet buyers’ needs.
• You are able to help manage multiple projects simultaneously and prioritize tasks to meet deadlines in a fast-paced environment.
• You have a degree in marketing, business, or related field.

What You’ll Get:

• Competitive pay and a stake in the company
• Sponsored 401k program with employer match up to 4%
• Comprehensive health coverage including medical, dental and vision
• Flexibility to work remotely
• Unlimited vacation policy that you're actually encouraged to use
• Paid parental leave
• 1-week paw-ternity leave for new dog parents
• Free Ollie subscription
• Inspiring pack members!

If you'd like to stand out, tell us in your cover letter why you're interested in joining Ollie and how your skills match the responsibilities detailed in this posting.

Ollie embraces diversity and equal opportunity. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. Ollie is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please include that in your application.

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