About the Opportunity
The Consumer Insight Analyst supports FASHIONPHILE's Voice of the Customer infrastructure, creating surveys and sampling strategy to turn hundreds of thousands of client interactions into a single, statistically defensible signal that drives decisions across CX leadership, Digital, Marketing, Retail, and Operations via monthly insights reports.
Responsibilities include: - Supporting on-going improvements of FASHIONPHILE's end-to-end VoC program, from survey instrument design, sampling methodology, trigger logic, and data collection to statistical analysis, insight development, recommendation prioritization, data storytelling, and reporting.
- Owning CSAT and NPS measurement across core journey moments: (post-purchase, post-appointment, post-quote acceptance, post-payout, post-service), including trend analysis, statistical significance testing, and driver analysis to isolate what's actually moving the score.
- Using Quantum Metric to review session replays and quantify digital experience opportunities - surfacing rage clicks, drop-off points, and friction patterns, and correlating them against VoC data, CSAT signals, and session-replay evidence.
- Maintaining client journey maps across the Shopper, Seller, and Circular (buy + sell) segments, making the end-to-end experience visible and actionable for CX, Digital, Marketing, Retail, and Operations.
- Identifying the highest-friction and highest-emotion moments across client journeys and connect them directly to VoC data and CSAT signals.
- Producing monthly CX reports with actionable insights fit for executive-level audiences grounded in a consistent analytical framework (trend, driver, and root cause analysis).
- Analyzing root causes of escalations, refunds, and low-CSAT moments using structured methodologies (ex. thematic coding of verbatims, cohort comparison) and translate findings into prioritized, quantified recommendations.
- Partnering with Data Science on segment migration analytics and loyalty program measurement, including cohort definition and attribution logic.
- Maintaining and optimizing FASHIONPHILE's Qualtrics instance, including audience-specific dashboard development, Text IQ tuning, XM Directory management, and automated workflow development.
What We're Looking For
- 3-5 years in CX analytics, VOC (Voice of the Customer), customer research, or a closely related insights role.
- Qualtrics-fluent: experience in building role-specific CX dashboards with drill-down, filtering, and benchmarking, Stats IQ integration with Text IQ, crosstabbing verbatims by segment, channel, or touchpoint, building text-based alerts when a topic spikes, response weighting and data cleaning, survey logic design (branching, quota management, trigger-based distribution).
- Working knowledge of digital experience analytics tools (Quantum Metric or equivalent). Able to independently pull and interpret session replays to diagnose friction.
- Solid experience in journey mapping in a real context, having produced living artifacts used by cross-functional teams.
- Strong quantitative fluency. Comfortable with descriptive and inferential statistics (significance testing, correlation, basic regression) as applied to survey and behavioral data.
- Strong data storytelling skills: can translate a complex dataset into a two-slide executive summary that prompts action.
- Experience with BI tools (Amazon QuickSight, Tableau, or equivalent) and journey mapping tools (LucidChart, Figma, or equivalent).
- Luxury, D2C, or marketplace background preferred- understands the nuance of a luxury client experience, ideally in a two-sided or circular model.
- Detail-oriented, accuracy-obsessed self-starter who can build in ambiguity.
- Deep client empathy.
- Within commuting distance of Carlsbad, CA or Lehi, UT.
What We Offer
- Medical, Dental and Vision Coverage
- FSA options for Medical, Dependent Care & Commuter Benefits
- Paid Time off, Paid Sick Time, and Paid Holidays
- 401(k) with generous match program
- Free Life Insurance and AD&D
- Long Term Disability Insurance
- Employee Discount
Payscale: FASHIONPHILE reasonably expects the range to be $75,000-$95,000 for this position in our hybrid location. Offered compensation will vary based on (a) location; (b) individual candidate qualifications; and (c) individual candidate experience. This post may be updated as new market data becomes available and is accurate as of the date of this posting. FASHIONPHILE reserves the right to modify this information at any time, subject to applicable law.
