Customer Insights & Analytics Specialist

Overview

Trivantage a division of Glen Raven is recruiting for a Customer Insights & Analytics Specialist. The role shapes the end-to-end customer experience by turning data into clear, actionable insights that help understand customer behavior, identify experience gaps, and uncover opportunities across customer-facing channels—including digital, customer care, sales, ecommerce, and product experiences. You will partner with leaders across CX, Customer Care, Marketing, Digital, Operations, and Product to translate complex data into meaningful recommendations that drive measurable impact.

This is a hybrid position, based out of Burlington, NC.

• Customer Insights & Analysis:
  Collect, analyze, and interpret data and customer feedback from multiple sources (ecommerce, digital marketing campaigns, customer care interactions, and sales channels); build segmentation models, behavioral analyses, and journey-level insights to identify trends.
• Identify patterns, trends, and opportunities to improve customer experience and drive business growth.
• Reporting & Measurement:
  Monitor and maintain KPIs (e.g., CSAT, CES, sentiment) across all customer-facing channels; develop dashboards and reports to communicate insights to stakeholders; ensure data accuracy and usability across sources.
• Strategic Recommendations:
  Provide data-backed recommendations to optimize digital experiences, marketing strategies, and customer care processes; collaborate with cross-functional teams to implement improvements that enhance satisfaction and retention.
• Customer Journey Mapping:
  Analyze touchpoints to identify pain points and opportunities for personalization; support initiatives that improve the end-to-end journey.
• Continuous Improvement:
  Stay current on analytics tools, methodologies, and best practices; drive innovation in how Trivantage leverages data to improve customer engagement.

• Bachelor’s degree in Analytics, Business, Marketing, Statistics, Economics, or related field.
• 2-5 years of experience in web/digital marketing/analytics.

• Proficiency with Microsoft Office suite; intermediate knowledge of Excel.
• Excellent interpersonal and communications skills.
• Strong data evaluation skills with ability to extract and interpret data from various sources to support business decisions.
• Proficiency in data visualization and analytics tools (Power BI, Tableau, Google Analytics).
• Strong understanding of digital marketing metrics, ecommerce analytics, and customer experience principles.
• Strategic thinking with ability to provide critical analysis and risk assessment.
• Familiarity or exposure to A/B testing (e.g., Google Optimize).
• Strong time management skills and the ability to prioritize work and meet deadlines; quick learner of new software/tools.
• Strong working knowledge of Google Analytics, Google Tag Manager and Search Console.
• Understanding of HTML and CSS.

• Knowledge of HCLCommerce, Magento, or other Enterprise Ecommerce platforms.

• Experience in project management tools such as JIRA; working knowledge of CRM.

At Glen Raven, we embrace a diverse and inclusive mindset. Joining our team means connecting across the globe and representing trusted textile brands such as Sunbrella. We welcome diverse perspectives, solution-driven ideas, and opportunities for growth. We strive for shared success while supporting each other on the job and in our communities.

• Benefits:
  Comprehensive health coverage, disability insurance, vision, dental, telehealth or on-site health clinics, wellness programs, and competitive PTO/holiday schedules.
• Future Financial security:
  Company-funded pension and matching 401(k).
• Perks:
  On-site fitness centers or discounted gym memberships and employee events.
• Inclusion:
  Diverse teams solving problems and driving innovation.
• Fair pay:
  Competitive compensation.

Glen Raven provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type. We consider race, color, religion, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. If you require reasonable accommodation, please contact  or .