User Insights Analyst, Notion

• 5+ years experience in Product Operations, CX Operations, Voice of the Customer, or other customer analytics-focused role
• Strong data reporting and analytics skills, including some SQL experience
• Demonstrated experience working with Customer Experience and/or Product Management functions
• Excellent written communication, including the ability to create compelling insights reports
• A user-focused mindset

Desirable

• In this role, you will review and analyze customer support tickets, social posts, and other user signal to create regular and ad hoc insights reports in support of our Voice of the Customer program
• The User Insights Analyst will engage directly with Customer Experience and product teams to inform how Notion builds and supports its 100 million users
• This is a contract role providing temporary coverage. We are looking for a 6-month minimum commitment
• Analyze Customer Experience (CX) ticket data, social content, and other user signal to identify trends in user experience and sentiment
• Ship regular customer insight reports with actionable recommendations to improve product and support experiences
• Conduct targeted analysis of key satisfaction and contact drivers for CX organization
• Build relationships with key Engineering, Product, and cross-functional partners to influence roadmaps, fixes, and policies to improve user experience
• Develop a process for collecting frontline support agent insights to supplement quantitative analysis
• Identify opportunities to improve user insight labeling, tooling, and reporting