About Care.com 

Care.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great care for the ones we love. We’re moms and dads and pet parents. We have parents and grandparents so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that.

Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. Here, we’re applying data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you’re all about using your talent for good, Care.com is the place for you.

What Your Days Will Be Like: 

In this role, you will use your knowledge and expertise in market research methodologies to drive actionable strategies, generate customer insight and contribute to thought leadership for various aspects of the business. This role will have a strong focus on enhancing the Care.com member experience by partnering with the Director of Insights to build & manage our VOC (Voice of the Customer) program. This will include the collection and analysis of member feedback and monitoring cross-functional closed-loop improvement initiatives. This role will also be responsible for the continual development of our Net Promoter Score (NPS) program, refining it on an ongoing basis, and communicating its status throughout the organization. The ideal candidate will have a passion for understanding and enhancing the member experience and proficiency in collecting, analyzing, and synthesizing information in a way that tells a compelling story and produces actionable outcomes for Care.com. You will also have a key role in building more actionable member insights through consumer segmentation and brand health tracking.

What You’ll Be Working On:

• Analyzing NPS, CSAT, and VOC data to gain an in-depth understanding of the member experience & uncover key insights to positively impact the business.
• Continuously innovate to help the team better identify and address member needs across various touchpoints.
• Partner with the Director of Insights to improve member experience by collaborating, engaging, influencing, and presenting to cross-functional and executive-level stakeholders.
• Collaborate with key stakeholders to execute NPS growth strategy, understand success metrics, and lead development and distribution of monthly reporting.
• Identify new member insights by applying trends analysis, multi-channel data sources, member journeys, focused interviews, etc.
• Work with our product, performance, social media, community, and brand marketing teams to develop, test, and track our brand health, campaign efficiency and plans.
• Understand the needs and experiences of our customers, build audience segmentation, and drive insights that reflect the state of customers, competitors, and trends in the market overall.

What You'll Need to Succeed: 

• Bachelor’s degree in Market Research, Marketing, or related field is required.
• 3-5 years of experience in market research and insight roles designing and executing quantitative analysis & qualitative research that uncovers insights to drive the business forward.
• Knowledge and execution of Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other feedback collection metrics.
• A willingness and interest in learning end-to-end voice of the customer and/or digital strategies customer insights and analytics.
• Knowledge of marketing strategy and market research fundamentals including primary & secondary consumer research, syndicated research, positioning & communication development, and strategic business analysis.
• Demonstrated analytical background with a proven record for structuring and solving problems, drawing conclusions, and formulating recommendations
• Expertise with Tableau dashboards, pivot tables, and other Microsoft Excel analyses.
• Proficient with modern research tools such as online survey platforms, online discussion boards, data visualization software, and social listening platforms
• Should be able to articulate how insights/research learning can improve businesses impact and frames up reporting efforts and opportunities to inform business decisions
• Work closely with a variety of stakeholders (Marketing, Product, etc.) to understand the business questions, identify the data sources required to answer those questions, and share impactful insights using all available resources. Very strong analytical thinking with proven ability to connect data & insight from various trends, performance drivers, and changes in the consumer landscape to deliver clear implications for the business.

For a list of our Perks + Benefits, click here!

**Care.com supports diverse families and communities and seeks employees who are just as diverse. As an equal opportunity employer, Care.com recognizes the power of a diverse and inclusive workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds. Care.com is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation, please reach out to [email protected].**

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Company Overview:

Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregivers to be paid and obtain professional benefits. Since 2007, families have relied on Care.com's industry-leading products—from child and elder care to pet care and home care. Care.com is an IAC company (NASDAQ: IAC).