Customer Insights & Analytics Specialist

Trivantage a division of Glen Raven is recruiting for a Customer Insights & Analytics Specialist. The Customer Insights & Analytics Specialist plays a critical role in shaping our end-to-end customer experience. This role is responsible for turning data into clear, actionable insights that help the organization understand customer behavior, identify customer experience gaps, and uncover opportunities for improvement across all customer-facing channels—including digital, customer care, sales, Ecommerce, product experiences, and more.

You will partner closely with leaders across CX, Customer Care, Marketing, Digital, Operations, and Product to translate complex data into meaningful recommendations that drive measurable impact. If you’re energized by solving customer problems through data, influencing decisions, and improving the customer journey, this is the role for you.

Customer Insights & Analysis

• Collect, analyze, and interpret data and customer feedback from multiple sources, including Ecommerce, digital marketing campaigns, customer care interactions, and sales channels.
• Build customer segmentation models, behavioral analyses, and journey-level insights to identify trends and patterns.
• Identify patterns, trends, and opportunities to improve customer experience and drive business growth.

Reporting & Measurement

• Monitor and maintain KPIs, including CSAT, CES, sentiment, etc., across all customer-facing channels (Ecommerce, email, customer care) to assess effectiveness and ROI.
• Develop dashboards and reports to communicate insights to stakeholders in a clear, actionable format.
• Ensure data accuracy, consistency, and usability across sources.

Strategic Recommendations

• Provide data-backed recommendations to optimize digital experiences, marketing strategies, and customer care processes.
• Collaborate with cross-functional teams to implement improvements that enhance customer satisfaction and retention.

Customer Journey Mapping

• Analyze customer touchpoints to identify pain points and opportunities for personalization.
• Support initiatives that improve the end-to-end customer journey.

Continuous Improvement

• Stay current on analytics tools, methodologies, and best practices.
• Drive innovation in how Trivantage leverages data to improve customer engagement.

• Bachelor’s degree in Analytics, Business, Marketing, Statistics, Economics, or related field.
• 2
  -5 years of experience in web/digital marketing/analytics.

• Proficiency with Microsoft Office suite.
• Intermediate knowledge of Excel.
• Excellent interpersonal and communications skills.
• Strong data evaluation skills, with the ability to extract and interpret data from various sources to support business decisions.
• Proficiency in data visualization and analytics tools (e.g., Power BI, Tableau, Google Analytics).
• Strong understanding of digital marketing metrics, e-commerce analytics, and customer experience principles.
• Ability to think and act strategically and provide critical analysis and risk assessment.
• Familiarity or exposure to A/B testing (i.e. Google Optimize).
• Strong time management skills and the ability to prioritize work and meet deadlines.
• Ability to quickly learn new software and tools.
• Strong working knowledge of Google Analytics, Google Tag Manager and Search Console.
• Understanding of HTML and CSS.

• Knowledge of HCLCommerce, Magento, or other Enterprise Ecommerce platforms.

• Experience in project management tools such as JIRA.
• Working knowledge of CRM.

At Glen Raven, we embrace the strength that comes from a diverse and inclusive mindset. Joining our team means becoming an integral part of a dedicated group, weaving connections across the globe, and representing trusted textile brands such as Sunbrella®. Every day, we strive for and welcome diverse perspectives, solutions-driven ideas and innovative opportunities for continued growth throughout the company. We work toward a shared success while lifting each other up on the job and in our communities.

Together, we keep the world spinning. Join our team. Connect people and drive…