Oura is an award-winning and fast-growing startup that helps people track all stages of sleep and activity using the Oura Ring and connected app. By providing daily feedback and practical steps to inspire healthy lifestyles, we've helped hundreds of thousands of people improve their sleep, understand their bodies, and transform their health. We’re on a mission to empower every person to own their inner potential, and we’re seeking talented individuals to join us on our journey.

As we are scaling and growing, we are searching for a Customer Experience Analyst for the global Customer Experience team. You will play a crucial role in analyzing and improving the overall customer experience for our organization. Your primary responsibility will be to gather and analyze customer data and feedback to identify trends, patterns, and areas of improvement. By providing actionable insights, you will enhance customer satisfaction, loyalty, and retention. You will collaborate closely with cross-functional teams to implement customer-centric strategies and initiatives.

What you will do:

• Conduct in-depth customer data analysis, including surveys, feedback, and other relevant sources, to identify trends, patterns, and insights related to the customer experience to achieve our department and financial goals
• Utilize data visualization and analytical tools to develop reports, dashboards, and presentations that effectively communicate key findings and recommendations to stakeholders
• Collaborate with cross-functional teams, including Marketing, eCommerce, Product Management, and Customer Experience, to align customer experience initiatives with business objectives
• Identify opportunities for process improvements, service enhancements, and product optimizations based on customer insights and feedback
• Monitor and track key performance indicators (KPIs) related to customer satisfaction, loyalty, and retention, and provide regular reports and analyses to management
• Conduct competitor analysis and benchmarking to identify best practices and industry trends in customer experience management
• Support the design and implementation of customer surveys, feedback mechanisms, and voice-of-the-customer programs to capture actionable insights
• Work closely with stakeholders to develop and implement customer experience strategies, ensuring a seamless and consistent customer journey across all touchpoints
• Collaborate with the IT team to leverage customer data and analytics tools to continuously improve the customer experience
• Stay updated on industry trends, emerging technologies, and best practices in customer experience management, and make recommendations for their adoption

Requirements

We would love to have you on our team if you have any of the following, but don't worry too much if you don't fill all the requirements:

• Bachelor's degree or equivalent experience
• 5+ years of relevant experience
• Proven experience in customer experience analysis, market research, or business analytics
• Experience in subscription or membership-based products is an added bonus
• Proficiency in data analysis tools and techniques, such as Google sheets, SQL, statistical analysis software, and data visualization tools (e.g., Tableau, Power BI)
• Strong analytical mindset with the ability to translate complex data into actionable insights and recommendations
• Excellent communication skills, both written and verbal, with the ability to present findings and recommendations to stakeholders at various levels
• Strong collaboration and interpersonal skills, with the ability to work effectively in cross-functional teams
• Knowledge of customer experience best practices, methodologies, and measurement frameworks
• Familiarity with customer feedback platforms, survey tools, and customer relationship management (CRM) systems
• Detail-oriented with a strong commitment to accuracy and quality of work
• Ability to manage multiple projects simultaneously and meet deadlines