Customer Insights Specialist

ABOUT METRC

Metrc is the most trusted and experienced provider of cannabis regulatory systems in the United States and is growing extremely rapidly to expand globally. We provide a solution that combines advanced software, radio-frequency identification (RFID) technology, a dedicated customer-support team, and a secure database to track and trace cannabis from growth, harvest, and processing to testing, transport, and sale. As a Customer Insights Specialist, you will have the opportunity to thrive in a fast-moving, fluid environment, and be passionate about implementing change, great processes and procedures in a commercial setting at a fast-growing technology company.

GENERAL OVERVIEW[WO1] 

The Customer Insights Specialist will play a key role in capturing and analyzing the voice of the customer across multiple data sources including surveys, support cases, product usage, training outcomes, and other operational metrics. This role is responsible for uncovering trends, connecting insights across datasets, and packaging them into clear, actionable findings that inform business decisions. The Specialist will balance building dashboards and models with providing timely answers to ad hoc questions, ensuring leaders have the context they need to understand customer sentiment, identify friction points, and measure the impact of changes over time.

KEY RESPONSIBILITIES

Core duties and responsibilities include the following: 

· Embodies Metrc’s Leadership Principles

· Own administration, configuration and governance of CX feedback platforms

· Partner with the CX Manager in survey design, segmentation strategy and feedback taxonomy to ensure analytical clarity and data integrity

· Deliver timely, accurate reporting and insights that connect customer feedback, operational data, and product usage to business outcomes

· Support ad hoc and executive analysis requests with speed, clarity and structured thinking

· Operate with urgency in a fast-paced environment balancing structured reporting with rapid-response analysis for executive and cross-functional needs

· Analyze product usage and behavioral data (e.g. Pendo or similar) to identify friction, adoption gaps and enablement opportunities

· Generate actionable insights across surveys, support cases, product and product use data, and training outcomes that inform decisions and can be tied to measurable impact

· Build and maintain dashboards and visualizations that make insights accessible and actionable for functional leaders

· Package insights into briefs and recommendations for the Manager, CX Programs, to communicate at the leadership/executive level

· Define and track success measures for CX insights initiatives, providing visibility into measurable business impact

· May perform other additional duties and responsibilities as assigned

[WO1]@Meredith Scott @Justin Green @Katrina Rigby @Eric Blackwell shifted this one to a broader role focused on uncovering trends across surveys, product, support, and training data. The updates emphasize insight generation, data visualization, and cross-functional collaboration, while trimming call-center admin tasks and workforce management.

QUALIFICATIONS - KNOWLEDGE, SKILLS, & ABILITIES

· Ability to identify trends and translate them into clear, actionable insights that resonate with different audiences

· Strong analytical and critical thinking skills, with the ability to connect disparate datasets and uncover meaningful patterns

· Proficiency in Excel and other data analysis tools

· Experience with data visualization platforms (e.g. Tableau)

· Experience with CX platforms such as Medallia, Qualtrics

· Familiarity with CRM/support systems (e.g., Salesforce)

· Experience in building dashboards to analyze and interpret product usage or behavioral data (e.g. Pendo)

· Curiosity and initiative to explore new data sources, identify emerging questions, and propose new ways of measuring customer experience

· Comfort collaborating across functions (Support, Product, Training, Data) and packaging findings for senior communication

· Comfort working with evolving data structures and imperfect datasets in a scaling SaaS environment

PHYSICAL DEMANDS AND WORK ENVIRONMENT

· Remote position

· Frequently required to sit

· Frequently required to talk or hear

· Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard and mouse.