Customer Insights Program Manager
GitHub helps companies and organizations succeed by allowing them to build better software together. The Customer Experience team is seeking a seasoned customer insights professional who will lead our efforts to develop, implement and deliver a B2B loyalty/relational survey, analyze the data and create actionable insights to drive improvements to the customer experience.
Responsibilities
- Working across multiple stakeholders you will design and execute a B2B customer relational (NPS and Overall Satisfaction) program that will gather insights across multiple points of a customer’s journey.
- Build and deliver customer surveys which will drive actionable insights to improve our customer’s experience
- Analyze large datasets and customer verbatims to drive the story building of CX insights for multiple stakeholders
- Develop CX insights and materials that bring those stories to life
- Leveraging a customer experience platform, design and deliver dashboards for front line managers and senior leaders
- Partner on delivering a customer-centric culture and driving voice of the customer throughout the organization
- Lead or participate in Customer Experience initiatives beyond scope of insights work
Qualifications:
- 5+ years of experience in customer insights, data analytics, and customer research
- Strong interest in customer experience, loyalty analytics and applying strategic research to drive business results
- Experience with B2B customer analytics and research
- Experience with CX platforms such as Medallia, MaritzCX or Qualtrics
- Demonstrated ability to derive insights from complex data
- Comfort in working with large data sets to execute analysis
- Possesses an affinity for data-driven insights to make decisions, and able to harness knowledge and expertise of the best content to support
- Strong communications skills and ability to create executive level presentations
- Thrives in an entrepreneurial environment: you are proactive, a self-starter, and adaptive and can handle changing priorities
- Strong communications skills and ability to create executive level presentations
- Proven track record of collaborating across teams and organizations
- Comfortable working in a fast-paced and dynamic environment
- Experience working in the software development domain
- Collaborative and team-focused, with a willingness to take initiative
- Self-directed and resourceful
- Experience working in the software development domain is a plus
(Colorado only*) Minimum salary of $71,300 to maximum $151,500 + bonus + equity + benefits.
Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired in Colorado.
Who We Are:
GitHub is the developer company. We make it easier for developers to be developers: to work together, to solve challenging problems, and to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.
Leadership Principles:
Customer Obsessed - Trust by Default - Ship to Learn - Own the Outcome - Growth Mindset - Global Product, Global Team - Anything is Possible - Practice Kindness
Why You Should Join:
At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where many Hubbers work, snack, and create daily. The rest of our Hubbers work remotely around the globe. Check out an updated list of where we can hire here: https://github.com/about/careers/remote
We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.
GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!
Please note that benefits vary by country. If you have any questions, please don't hesitate to ask your Talent Partner.
#LI-POST