Are you passionate about understanding and optimizing the end-to-end customer experience? As part of the consumer insights team, the Brand Experience Analyst will be a key player in mapping the golfer journey and tracking how TaylorMade connects with golfers across all touchpoints. This individual will work cross-functionally to understand, document, and measure the experience across different areas of the business, from awareness through purchase and beyond. A successful candidate is highly analytical with strong visualization skills, can work effectively across departments, and has the ability to translate complex customer journey data into actionable insights that drive business decisions.
Essential Functions and Key Responsibilities: Journey Mapping & Documentation
Lead the continued development and refinement of the golfer journey map, identifying key touchpoints, pain points, and moments of truth across the customer lifecycle
Maintain a centralized repository of journey maps, touchpoint inventories, and experience documentation
Conduct analysis to identify gaps in the customer journey and opportunities to enhance the overall experience
Measurement & Analytics
Design, program, and field ongoing touchpoint surveys across the customer journey using Qualtrics or similar platforms
Build and maintain Voice of Customer (VoC) dashboards in Domo to provide real-time visibility into customer experience metrics across departments
Track and measure experience metrics across different business areas including retail, digital, events, customer service, and product interactions
Develop reporting frameworks to monitor progress on experience initiatives across the organization
Cross-functional Collaboration & Insights Delivery
Collaborate with cross-functional teams (Sales, Marketing, Product, Customer Service, Retail) to gather touchpoint data and understand how different departments impact the golfer experience
Partner with research vendors and internal teams to design studies that provide insights into customer sentiment and experience at key moments
Own end-to-end project execution from survey design through analysis and stakeholder presentation
Create compelling visual presentations that tell the story of the golfer journey and communicate findings to stakeholders at all levels
Work closely with the broader consumer insights and analytics team to integrate experience measurement with other strategic research initiatives
Perform other related duties and assignments as required
Knowledge and Skills Requirements:
Strong communication skills: both verbal and written, with the ability to synthesize complex information and present to diverse audiences
Advanced analytical and critical thinking skills with attention to detail
Strong cross-functional collaboration and interpersonal skills with ability to build relationships and work courteously and professionally across multiple departments
Experience with data visualization and dashboard development
Qualtrics expertise (or equivalent survey platform)
Strong project management skills with ability to manage multiple initiatives simultaneously
Ability to translate data into actionable insights and strategic recommendations
Understanding of brand experience principles and customer touchpoint management
Proficiency in Microsoft Office (Word and PowerPoint) with advanced skills in Excel
Domo experience (or similar BI tools such as Tableau or Power BI) preferred
Experience with survey automation and trigger-based distribution preferred
Familiarity with API integrations between survey platforms and CRM systems (Salesforce, HubSpot, or similar) preferred
Education, Work Experience, and Professional Certifications:
Bachelor's degree in business, marketing, customer experience, or related field
2+ years' experience in customer experience, market research, or related analytics role
Experience mapping customer journeys and measuring experience across multiple touchpoints
Experience developing, deploying and managing surveys across multiple channels including website embeds, email distribution, and other digital touchpoints
Retail or consumer products industry experience preferred
Passion for golf and understanding of the golfer mindset.
Work Environment / Physical Requirements:
Normal office conditions.
Ability to work extended hours as necessary.
Occasional travel required.
Able to work efficiently and accurately in an atmosphere of frequent interruption.
Light physical effort equal to frequent lifting or moving of lightweight materials.
How to Apply Please click
Apply Now
to begin your application.
#J-18808-Ljbffr
Essential Functions and Key Responsibilities: Journey Mapping & Documentation
Lead the continued development and refinement of the golfer journey map, identifying key touchpoints, pain points, and moments of truth across the customer lifecycle
Maintain a centralized repository of journey maps, touchpoint inventories, and experience documentation
Conduct analysis to identify gaps in the customer journey and opportunities to enhance the overall experience
Measurement & Analytics
Design, program, and field ongoing touchpoint surveys across the customer journey using Qualtrics or similar platforms
Build and maintain Voice of Customer (VoC) dashboards in Domo to provide real-time visibility into customer experience metrics across departments
Track and measure experience metrics across different business areas including retail, digital, events, customer service, and product interactions
Develop reporting frameworks to monitor progress on experience initiatives across the organization
Cross-functional Collaboration & Insights Delivery
Collaborate with cross-functional teams (Sales, Marketing, Product, Customer Service, Retail) to gather touchpoint data and understand how different departments impact the golfer experience
Partner with research vendors and internal teams to design studies that provide insights into customer sentiment and experience at key moments
Own end-to-end project execution from survey design through analysis and stakeholder presentation
Create compelling visual presentations that tell the story of the golfer journey and communicate findings to stakeholders at all levels
Work closely with the broader consumer insights and analytics team to integrate experience measurement with other strategic research initiatives
Perform other related duties and assignments as required
Knowledge and Skills Requirements:
Strong communication skills: both verbal and written, with the ability to synthesize complex information and present to diverse audiences
Advanced analytical and critical thinking skills with attention to detail
Strong cross-functional collaboration and interpersonal skills with ability to build relationships and work courteously and professionally across multiple departments
Experience with data visualization and dashboard development
Qualtrics expertise (or equivalent survey platform)
Strong project management skills with ability to manage multiple initiatives simultaneously
Ability to translate data into actionable insights and strategic recommendations
Understanding of brand experience principles and customer touchpoint management
Proficiency in Microsoft Office (Word and PowerPoint) with advanced skills in Excel
Domo experience (or similar BI tools such as Tableau or Power BI) preferred
Experience with survey automation and trigger-based distribution preferred
Familiarity with API integrations between survey platforms and CRM systems (Salesforce, HubSpot, or similar) preferred
Education, Work Experience, and Professional Certifications:
Bachelor's degree in business, marketing, customer experience, or related field
2+ years' experience in customer experience, market research, or related analytics role
Experience mapping customer journeys and measuring experience across multiple touchpoints
Experience developing, deploying and managing surveys across multiple channels including website embeds, email distribution, and other digital touchpoints
Retail or consumer products industry experience preferred
Passion for golf and understanding of the golfer mindset.
Work Environment / Physical Requirements:
Normal office conditions.
Ability to work extended hours as necessary.
Occasional travel required.
Able to work efficiently and accurately in an atmosphere of frequent interruption.
Light physical effort equal to frequent lifting or moving of lightweight materials.
How to Apply Please click
Apply Now
to begin your application.
#J-18808-Ljbffr