Customer Insights Analyst

About Us: At Lenovo, we are committed to building innovative products that revolutionize the way people interact with technology. As part of our Cloud and Software Organization (CSW), we focus on delivering cloud-based solutions and software products that empower businesses and individuals to thrive in a connected world. We believe in data-driven decision making and are looking for a passionate Customer Insights Analyst to help us understand our customers better, enhance user experiences, and drive product innovation in this fast-evolving space.

Position Overview: As a Customer Insights Analyst within Lenovo's Cloud and Software Organization (CSW), you will play a key role in leveraging data to uncover meaningful insights that inform the development of our cloud-based solutions, software products, and customer engagement strategies. You'll work closely with cross-functional teams to understand customer behaviors, preferences, and pain points, and translate this data into actionable recommendations to improve the customer journey and ensure our offerings continue to meet and exceed customer expectations.

Key Responsibilities:

• Voice of Customer (VoC): Capture and analyze the voice of the customer through surveys, focus groups, and social listening to provide a clear picture of customer needs and expectations specific to cloud and software products.
• Data Analysis & Reporting: Use quantitative and qualitative data analysis methods to extract insights from large datasets, including customer surveys, user feedback, transactional data, and web analytics, specifically related to cloud and software products.
• Dashboard Creation & Reporting: Develop and maintain dashboards and reports that monitor customer experience metrics, trends, and KPIs related to cloud services and software offerings.
• Cross-functional Collaboration: Partner with product managers, marketing teams, UX/UI designers, data scientists, and the broader CSW organization to translate insights into actionable strategies that improve customer experience and drive business outcomes.
• Continuous Improvement: Identify and recommend opportunities for continuous improvement in data collection processes, analysis techniques, and reporting methods to enhance understanding of the cloud and software customer experience.
• Storytelling & Presentation: Communicate insights and data-driven recommendations to stakeholders at all levels in a clear, impactful, and concise manner to help guide product and marketing decisions.
• Customer Segmentation: Identify and define customer segments based on behavior, demographics, and other attributes, providing a deep understanding of our customer base in the Cloud and Software market.
• Market Research: Conduct regular market research and competitive analysis to inform product development, customer engagement strategies, and go-to-market strategies within the cloud and software space.

Qualifications:

• Bachelor's degree in Business, Marketing, Data Science, Statistics, or related field.
• At least 6+ years of relevant experience in customer experience, customer insights, data analytics, or a related role, with a focus on tech, cloud, or software products.
• Proficiency in data analysis tools such as SQL, Excel, Google Analytics, Tableau, Power BI, or similar tools.
• Strong understanding of survey design, data collection methods, and statistical analysis.
• Experience with customer journey mapping and segmentation techniques.
• Excellent problem-solving skills and attention to detail.
• Strong communication and storytelling skills, with the ability to translate complex data into clear, actionable insights.
• Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.

Preferred Qualifications:

• Experience with customer experience platforms (e.g., Qualtrics, Medallia) and CRM tools (e.g., Salesforce).
• Familiarity with cloud computing, SaaS products, or software development life cycles.
• Familiarity with predictive analytics, machine learning, or AI-driven analytics.
• Experience in the tech industry or with digital products is preferred

Why Lenovo?

• Work with a dynamic, innovative team within the Cloud and Software Organization that is shaping the future of tech and delivering world-class cloud and software solutions.
• Opportunity for professional growth and development within an emerging and rapidly evolving industry.
• Competitive salary and benefits package, including health, dental, and vision insurance, 401(k) matching, and more.
• Flexible work arrangements and a culture that values work-life balance.
• Access to cutting-edge technology and the latest industry trends in the cloud and software space.

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