Research Analyst, Voice of Customer (REMOTE)

Company Description

Job Description 

The  Research Analyst, Voice of Customer, plays a critical role in the Voice of Customer team, amplifying the program’s impact across the company through effective insights generation, technical program management, and ownership of corporate reporting. As a key advocate for the customer, this role is responsible for designing and maintaining the company’s ongoing measurement program, capturing customer feedback throughout their shopping journey. The Research Analyst will elevate insights from this tracking process to identify opportunities that reduce customer friction and enhance satisfaction. The ideal candidate will have extensive experience with the Qualtrics platform (Engage and Discover), exceptional analytical skills, and strong verbal and written communication abilities. A passion for delivering clear, compelling, data-driven narratives to inspire business action is essential.

What Will You Be Doing? 

• As part of the Voice of Customer team that supports business groups across the company, you must have an eye for process improvement and bias for scale and efficiency as you conduct your work.
• You will manage all technical aspects of the Voice of Customer program including survey design, deployment and analysis using the Qualtrics Engage platform. 
• A key responsibility will be building automated dashboards to enable monitoring of Voice of Customer KPIs and sentiment patterns for senior leaders and business specific insights
• This role will partner with Data and Analytics, User Experience, Digital Design and Product Management, Store Operations, and other teams to derive and articulate holistic actionable business recommendations

What Do You Need To Bring? 

• 4-year college degree or equivalent experience.
• 3-5 years in customer/marketing research, analytics or another related role.
• 2+ years of experience managing research through the Qualtrics Engage platform, additional experience using Qualtrics XM Discover a plus
• Exceptional project management skills to juggle multiple workstreams and navigate complex projects, driven by a passion for process-oriented thinking and delivering excellence.
• Experience influencing and driving strategic, cross-functional initiatives within large organizations
• Outstanding communication and presentation skills, with the ability to effortlessly convey insights to both technical and non-technical audiences of all seniority levels.
• A deep empathy for both the customer and your team's goals
• Willingness to travel –domestic travel, 2 times a year, will be a requirement of this role
• Experience working in a Retail/eCommerce environment is strongly preferred

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global, digitally-led, omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.   

Our Values 

Our corporate purpose of being here for you on the journey to being and becoming who you are, fuels our customer-led brands and our global associates. We lead with this purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign. In addition to equitable compensation and benefit offerings, including flexibility and competitive Paid Time Off, we offer a range of educational and engagement opportunities, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.   

What You'll Get

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:   

• Incentive bonus program 
• 401(K) savings plan with company match 
• Annual companywide review process 
• Flexible spending accounts 
• Medical, dental, and vision insurance 
• Life and disability insurance 
• Associate assistance program 
• Paid parental and adoption leave 
• Access to fertility and adoption benefits through Carrot 
• Access to mental health and wellness app, Headspace 
• Paid Caregiver Leave 
• Mobile Stipend 
• Paid time off & one paid volunteer day per year, allowing you to give back to your community 
• Work from anywhere