Consumer Insights Analyst – Voice of the Customer Full Time

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.

TaylorMade is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected annual base pay range for this position is $75,000 – $85,000. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc. may also be offered in accordance with our plans.

TaylorMade Golf Company is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, gender, gender identity, gender expression, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law, ordinance, or regulation.