Marketing Research Analyst 2

About the role

As Marketing Research Analyst, in the eBusiness Department, you will be responsible in supporting the Marketing and Digital operations within the AAA organization, with a focus on digital member experience and service quality. You will provide and communicate insights with actionable recommendations, build actionable dashboards and reports, and work directly with stakeholders.

This is a data driven role that requires a level of technical expertise to systematically find value in data. You will also work with many types of data and tools, including Voice of Customer (VoC) and customer satisfaction (CSAT) data, to spot trends and issues impacting our digital channels and provide actionable analysis and recommendations. You will be comfortable using AI to work faster and surface deeper insights.

What You Will Do

• Provide actionable analytics reporting, analysis, and recommendations for various product lines.
• Develop and create analytics dashboards with tools such as Adobe Analytics, Tableau, and Excel
• Perform deep dives and segmentation analysis from various data sources and tools.
• Analyze VoC, CSAT, and survey data, along with digital behavior in tools such as Quantum Metric, to identify trends, friction points, and issues impacting our digital channels.
• Work with various teams including marketing, engineering, system reliability, big data, and product.
• Partner with system reliability, product, and engineering to validate issues with data, help triage potential bugs, and confirm fixes are working after release.
• Support enterprise outage and incident reviews by analyzing member impact and post-incident trends.
• Recommend and implement data driven solutions that provide measurable results.
• Provide and present analysis and data driven recommendations to key stakeholders including managers, executives, and agencies through storytelling and visualizations.
• Provide insight and recommendations on website and mobile app optimizations based on member behavior.
• Track member-impacting issues through resolution using Jira and Confluence.
• Apply AI tools to summarize member feedback, detect themes, and automate recurring reporting, while validating outputs for accuracy.
• Manage multiple projects and deadlines.
• Relevant experience in digital marketing, database marketing, and/or data analytics highly preferred

What You Will Need

• BS/BA degree in marketing or equivalent experience required.
• Strong experience as an online marketing analyst preferred.
• Experience using any Web-based analytics tools such as Adobe Analytics or Google Analytics.
• Experience analyzing VoC, CSAT, survey, or customer feedback data to drive improvements.
• Comfort using AI tools in analytical work, with sound judgment about validating results.
• Knowledge and use of statistics, statistical modeling, database management, data interpretation, and/or data science is a plus.
• Experience with Quantum Metric or a similar tool is a plus.
• Tableau experience a plus
• Familiarity with Jira and Confluence for tracking member-impacting issues is a plus.
• Excellent time management skills, strong organizational skills and detail orientation required.
• Strong verbal and written communication skills and must also be a logical thinker with the ability to communicate clearly and effectively to high-level executives and relevant stakeholders.

Remarkable benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity - we win.

• All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.
• "Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value."