Customer Research Analyst

The Customer Research analyst contributes to REI’s success by providing customer research analysis to decrease decision risk and increase overall profitability. The position supports and represents the voice of the customer across the Co-op to advocate a customer-focused approach to business. Responsibilities include:

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  Design, develop, manage, and analyze custom quantitative and qualitative research projects
• Drive integration of insights into business decision-making processes
• Develop collaborative partnerships throughout the organization
• Contribute to corporate and department level goals
• Establish and oversee relationships with external vendors
• Socialize research findings throughout the organization to increase knowledge of the customer
• Models and acts in accordance with the Co-op Way (values & mission)
• Designs, develops, manages and analyzes custom quantitative and qualitative research projects for internal cross-divisional partners to support business objectives and decision-making processes
• Generates insightful, relevant research and actionable, data-driven recommendations that address partners’ objectives and Co-op strategic priorities
• Manages online survey platform and statistical software tools, applications and helps develop best in class research processes and training
• Supports manager with internal partner consultation, project coordination and execution, annual research and budget planning
• Provides collaborative ad-hoc decision support and represents the voice and needs of customers among internal partners
• Educates internal clients and employees about research practices and applications
• Develops and manages cross-divisional research relationships as well as external research vendor relationships
• Champions customer insights and the voice of customer throughout the Co-op

Bring your passion and expertise

• Four-year college graduate required. Degree in marketing, marketing research, business math, statistics, or applied social research preferred.
• Minimum 3 years experience in all aspects of primary marketing research methods, including qualitative and quantitative methodologies across the generative and evaluative spectrum, sampling processes, questionnaire design, data quality assurance, in-depth data analysis skills, and basic statistical knowledge. Vendor side research experience preferred.
• Demonstrated ability to construct and manage quantitative and qualitative research projects through all phases of research design, survey programming, data collection, analysis, and presentation. Proven experience in research vendor management and survey platforms (e.g. Qualtrics or similar)
• Advanced skills in business communications, with particular emphasis on verbal, written and presentation skills. Proven ability to write persuasively, provide relevant, succinct and actionable analysis, while applying proper English language guidelines. Proven ability to adapt communication style to audience (both written & verbal), leveraging storytelling as a means to build empathy with customer.
• Proven experience in the application and use of quantitative marketing research analytical principles, methodologies and statistics, including confidence intervals and sampling errors, correlations, probabilities, segmentation, conjoint, modeling, and regression analyses.
• Ability to work independently and efficiently with a minimum of supervision. Ability to proactively manage expectations and work effectively in a collaborative, cross-divisional environment.
• Intermediate to advanced knowledge/use of business-related PC applications, such as Excel, Word, Outlook, and Power Point. Previous experience or knowledge of statistical software (such as SPSS) and business intelligence programs (such as Tableau).
• Proven ability to identify, analyze and solve problems; independent thinker who is naturally inquisitive and will appropriately challenge the status quo.
• Works smart by setting effective work goals, establishing priorities, using resources efficiently, meeting deadlines, and proactively keeping others informed of work plans and progress.
• Acts as an advocate for customer in the interest of building a customer-centric culture.