Client Insights Manager

About the Role

The Client Insights Manager will be responsible for leading customer insights and research efforts on an ongoing basis. You are both a strategic and an analytical thinker, who knows how to transform data into actionable insights that improve both the business and the customer experience.  

You will have the opportunity to work cross-functionally to implement and deliver an Insights program that provides ongoing transparency and actionable recommendations. You will serve as a lead in customer research efforts including, but not limited to, designing and executing customer surveys, focus groups and comprehensive market research projects. You will have the opportunity to partner across both the Marketing, Merch & Product teams as well as the broader organization to drive change off the back of your insights.  

Reporting to the Global Insights Senior Manager, the Client Insights Manager will have the opportunity to become an expert in the Stitch Fix business and gain exposure to all facets of the company. You will have the opportunity to act as the voice of the client and have a direct impact on the future of Stitch Fix.

You're excited about this opportunity because you will…

• Represent the voice of the customer by proactively bringing forward insights from research and analysis and identifying opportunities for business improvement based on research findings.
• Contribute to Insights strategy and budget planning.
• Manage a Lead Researcher, taking on the roles of responsibility and mentorship to foster their growth, progress, and continuous learning.
• Oversee our NPS program, serving as a cornerstone for our business strategy and garnering significant attention across the organization.
• Plan, conduct & manage end-to-end quant & qual research projects (including: developing questionnaires and discussion guides, programming & analyzing surveys, moderating focus groups, and conducting customer interviews) and be able to summarize and share findings & recommendations to key stakeholders.
• Perform ad hoc analyses of existing client data (Looker experience a strong advantage) to identify opportunities and support business decisions.
• Produce monthly competitor reports based on market share data (retailer & product category level) and desk research.
• Assist in managing on-going tracker studies such as Brand Tracker, Client & Prospect Sentiment Trackers and NPS data.
• Act as a strategic business partner and thought leader across Marketing, Creative, Strategy, Merchandising, Styling, and CX teams to frame, investigate, and answer key questions about existing and prospective customers.
• Support the UX Research team with usability research where necessary.

We’re excited about you because…

• You have 7+ years of client insights/research experience agency or client side; UXR experience is preferred.
• You have experience in managing and fostering the growth of team members.
• You have extensive experience in retail and/or ecommerce marketing.
• You have significant experience with a range of qualitative and quantitative customer research methods.
• You are both strategic and analytical, with an ability to break down problems and drive solutions.
• You have a proven track-record of cross functional collaboration and influencing business partners based on research insights.
• You have excellent written and oral communication skills and strong interpersonal skills, with a hunger for learning and development; a team player.
• You have a strong ability to prioritize and manage resources to maximize results.
• You are both right brained and left brained, can think big picture and have the ability to execute with great quality in the details.
• You have a passion for a vibrant company culture committed to being Bright, Kind and Motivated by Challenge.

Why you'll love working at Stitch Fix...

• We are a group of bright, kind people who are motivated by challenge. We value integrity, innovation and trust. You’ll bring these characteristics to life in everything you do at Stitch Fix.
• We cultivate a community of diverse perspectives— all voices are heard and valued.
• We are an innovative company and leverage our strengths in fashion and tech to disrupt the future of retail. 
• We win as a team, commit to our work, and celebrate grit together because we value strong relationships.
• We boldly create the future while keeping equity and sustainability at the center of all that we do. 
• We are the owners of our work and are energized by solving problems through a growth mindset lens. We think broadly and creatively through every situation to create meaningful i