Analytics Manager, Customer Experience, Insights & Analytics

Position Summary

Are you obsessed with data?

Do you love telling stories that transform businesses?

The Consumer Insights team within the Customer Experience (CE) organization is seeking an experienced candidate with an analytical mind-set and a proven track record of translating seas of information (web analytics, voice of customer, operational metrics, product usage, customer feedback,) into meaningful insights and recommendations to improve the customer experience.

The Consumer Insights team is responsible for understanding and quantifying how much effort our Consumer customers experience while engaging with Adobe. We are always looking for new or more meaningful ways to provide insights to our CE business to shape our overarching strategy, as well as with our cross-functional counterparts. We partner closely with the CE product management team to inform how and where we can improve the experience, as well as assess the impact of new or evolving experiences.

This team is uniquely positioned to provide insights to drive measurable impact across the CE business, and across the Consumer experience.

Responsibilities:

Insights

• Partner with business stakeholders to understand the questions they are trying to solve.
• Identify opportunities for improvement in the customer experience and ground recommendations with insights.
• Develop an understanding of the customer experience and the resources available to best investigate and address key issues.
• Ability to organize and manipulate raw and/or disparate data to generate key findings.
• Tell meaningful stories with ability modulate based on your audience (whether VP, Director, and/or team counterpart).
• Develop recommendations for how to measure the impact of an experience to customer cohorts.

Reporting

• Based on analyses, write user stories / reporting requirements for product and engineering teams.
• Be comfortable updating dashboards based on changing business needs.
• Translate customer and business objectives into key questions and KPI’s.
• Stay abreast of changes in the customer experience and underlying tracking mechanisms to measure the impact.

Requirements:

• A minimum of three to five years of analytical insights and story-telling experience.
• Must be detail oriented while staying grounded in the big picture.
• Experience with communication and analytical tools, such as MS PowerPoint, MS Excel, Tableau, PowerBI; experience with SQL-like languages and/or web analytics (Adobe Analytics, Google Analytics) preferred but not required.
• Mental flexibility to creatively extract actionable insights from massive, highly complex, multi-dimensional datasets while ensuring data quality.
• Excellent oral, written, and interpersonal communication skills and the ability to communicate clearly at all levels.
• High energy, strong work ethic, willingness to do whatever it takes to get to the results.
• A passion for problem-solving, comfort with ambiguity, and creativity.
• Ability to influence others and gain acceptance for your ideas.
• Demonstrated ability to work well in a team environment with strong collaboration skills.

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists . You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you’re looking to make an impact, Adobe’s the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age , sexual orientation, gender identity, disability or veteran status.