Head of Customer Insights

Job Description

Let’s get to know each other

At Care/of, we take the guesswork out of feeling better by helping people build custom vitamin routines based on their unique needs. Whether it’s our personalized daily vitamin packs and powders through our direct-to-consumer business, or our multivitamins and blends with our retail partner Target, our products are backed by science and include a combination of highly-researched nutrients and traditionally used herbs. By providing honest guidance and better ingredients, we aim to help people feel empowered to make the right choices for their health.

Since our launch in 2016, we have raised capital from top investors including Goldman Sachs Investment Partners, Goodwater Capital, Tusk Ventures, RRE Capital, Juxtapose, and Bayer. In late 2020, Bayer secured additional investment in Care/of giving it majority ownership. By joining forces with Bayer, we are able to expand our ability to connect directly with new and existing customers and elevate our unwavering commitment to science-backed guidance, quality ingredients, and sustainable practices.

We’re excited to meet you!

What you’ll do:

We’re looking for a head of Customer Insights to stand up our first-ever full-time customers insights team. You will act as the voice of the customer across the company, advocating for and building a stronger brand and a better experience. We’re considering this role at either the Director or Sr. Manager level. You will report into the Chief Customer Officer, alongside the Customer Experience and brand teams.

• Own our end-to-end customer feedback loop across all sources of data and research
• Develop the insights function from the ground up, including setting the short and long-term vision for the direction of the function and how it will work with stakeholders
• Hire, manage, and coach a small but mighty team of insights superstars (1 person to start with!)
• Design and conduct, oversee, and/or advise on forward-looking user research (quant & qual) to drive actionable insights in partnership with all teams (brand, innovation, UX/UI, etc.)
• Own customer analytics and experience metrics, including NPS, customer service contacts & feedback, reviews and other engagement data
• Act as an internal evangelist for the voice of the customer, communicating insights cross-functionally and to our leadership team
• Prioritize customer problems to solve or opportunities for improvement across every touchpoint in our user journey, working cross-functionally to make these changes happen
• Manage our insights roadmap, including prioritization of projects and quarterly goal setting for the function
• Manage and optimize user research budget, including selecting the right vendors and systems for our needs across all teams and stakeholders
• Occasionally take on and manage large cross-functional, customer-facing projects to act on insights

Where you’ll be:

We are encouraging employees (whose job responsibilities allow) to work remotely with the option of returning to the office. We are committed to prioritizing workspace flexibility by building systems to create an inclusive and productive environment in which employees feel most comfortable working (role permitting).

This role will require you to be based in the NYC metropolitan area. You will be expected to come into our New York City office at least once a month, and you are welcome to go in as often as you would like.

Who you are:

You have a track record and deep passion for understanding real peoples’ needs and turning data and information into strategic insights.

You’re someone with 7+ years of relevant insights experience (including both quantitative and qualitative user research and customer analytics) preferably in consumer brands. You’ve spent at least 3+ years managing people. (For Sr. Manager level, 5+ years of relevant experience; 1-2 years managing people.)

• A player/coach who enjoys spending a majority of your time as a “player”
• Experienced consumer researcher able to pull from a variety of qualitative and quantitative methodologies - you probably love cutting a survey or conducting an interview yourself!
• Highly analytical - you love using data to drive decisions and have experience using BI tools
• Passionately customer-centric - you love solving customer problems and creating experiences beyond customer expectations
• A doer - you love getting your hands dirty and thrive in a fast-paced environment, juggling many projects at once
• Strong communicator & collaborator - empathetic, high EQ & exceptional interpersonal skills, including managing multiple stakeholders and influencing without authority
• Structured thinker and planner - you like bringing organization to chaos

Extra carrots 🥕(preferred, but not required):

• Experience at a direct-to-consumer company selling physical products and/or experiences
• Experience at a start-up or growth stage company
• Experience in health & wellness
• Experience with SQL

Even if you don’t meet all the requirements, we still encourage you to apply! If you’re submitting a cover letter, please note what makes you perfect for this role with the qualifications you have.

Why Care/of:

• Competitive salary + compensation package
• Competitive insurance packages with free medical, dental, vision plans.
• Unlimited vacation time because you deserve it.
• Free vitamins and powders
• Wellness perks with free access to online meditation services + fitness reimbursements (at-home workouts count!)
• Virtual team-building events because we value staying connected and building community.
• Socially and culturally relevant experiences geared towards personal + professional learning & development.
• Working with an amazing, fun-loving, spirited group of people.

Our Core Values:

Be Humble: Engage in debate with an open mind. Embrace feedback and being wrong when presented with data that shows there is a better option.

Be Honest: Deliver the truth with humor and love; Recognize and stand up against discrimination on any basis, including race, sex, gender, sexual orientation, religious background, age, or mental and physical abilities - in our work and beyond.

Be Thoughtful: Attack hard problems with thoughtful tenacity. Don’t shy away from complex problems with complex solutions.

Be Different: Kill your darlings. Don’t be afraid to rewrite something once effective, loved, or widely accepted in the past. Evolution is wonderful. Push against banality and the status quo.

Our commitment to you:

At Care/of, we’re committed to building the best team we can. We hire for potential and support every team member through each step of their career development. Building a diverse, equitable, and inclusive space for our team to think differently and push the status quo is incredibly important to us; and we strive to use these guiding principles as the foundation for how we interact with each other, how we build our business, and how we hold ourselves accountable to our core values.

Care/of does not discriminate and will not make any hiring decisions based on your race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class. If you have a disability and require accommodation during our interview process, please let us know how we can help make the interview process fair to your needs.

IMPORTANT NOTE FOR POTENTIAL CANDIDATES:

On September 9, 2021, President Biden announced a six point COVID-19 action plan. As follow up to the initial announcement, we have decided our policy is to require all Care/of employees to be fully vaccinated by December 8, 2021. This requirement applies to all current and future Care/of employees. Care/of is an Equal Opportunity Employer and it is our policy to provide reasonable accommodations to any qualified individual who because of a medical condition or sincerely held religious belief or practice receives an exemption from the vaccination requirement, provided that such accommodation would not result in an undue hardship for the company.

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