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# Consumer Insights Analyst

- **Company:** Fashionphile, LLC
- **Location:** Carlsbad, CA, United States
- **Experience:** Experienced
- **Salary:** $75,000.0 - $95,000.0
- **Contract:** Permanent contract
- **Skills:** Data Cleansing, Data Presentation, Logic Synthesis of Circuits, Statistical Hypothesis Testing, Lucidchart, Tableau (Software), Qualtrics, Drilldown, Figma
- **Published:** October 31, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=90b8542d95d27b20

## About the Role

* 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.

## Description

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.