Customer Insights Analyst Jobs

At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in multifamily, our high performance continues to drive exponential growth – and we invite you to join us on our journey towards real estate excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.

As a Customer Insights Analyst, you design research projects and market surveys, analyze the results, and communicate your findings to ensure the company makes customer-driven decisions at all levels of the organization.

***This is an in-office position based in our Atlanta office

The Researcher

• Manage the day-to-day relationship with research vendors and agencies
• Design and conduct primary research programs focused on understanding brand perceptions and identifying customer needs, priorities, motivations, and price sensitivity
• Iterate and improve upon Cortland’s existing research programs; explore and present new research methodologies as technology evolves
• Collect data using your custom-built surveys, focus groups, and pilot tests – combining this information with existing business data and secondary research to paint a full picture
• Analyze and track trends from existing resident satisfaction survey programs
• Use customer profiling and segmentation to inform Cortland’s promotional, marketing, pricing, and product-design decisions

The Advocate

• Examine customer experience metrics to identify cause-effect relationships between business decisions and financial outcomes
• Serve as a cross-company liaison, connecting the right teams with the right customer insights
• Serve as the voice of the customer, documenting the customer’s perspective and ensuring it gets considered when making business decisions
• Proactively deliver customer analysis to the digital marketing, property management, asset management, architecture, and product design teams
• Translate complex data and reports into practical business insights; communicate your recommended actions to a variety of audiences clearly and concisely

The Impact You Can Make

• You constantly search for new questions to ask and answer, and you see customer insights as a fun challenge to tackle and mystery to solve.
• You’ll become the go-to expert for customer insights, weaving together inputs from multiple channels to uncover powerful trends and analysis for the organization.
• Thanks to your keen eye for collecting, analyzing, and sharing the right data, the company is making smarter, better-informed, and better-coordinated decisions, resulting in improved customer experience and unmatched financial performance.

Building Blocks of Success

• Basic statistical analysis skills; ability to communicate statistical concepts to laypersons
• Experience executing market or customer surveys
• Proven history of learning and using business software self-sufficiently
• Bachelor’s degree in related field
• Stellar written communication and verbal presentation skills
• Experience summarizing and reporting on insights
• Strong 2+ years’ experience working in customer insights, consumer behavior, customer experience research, behavioral economics, product development, brand marketing, or similar business analytics functions
• Preferred knowledge of Microsoft SQL Server, R, Python, xlwings, or VBA
• Strong sense of curiosity and a passion for data
• Ability to translate complex ideas into concise messages relevant for each audience
• Preferred experience designing and administrating market-research projects
• Preferred experience building surveys in an online platform such as Qualtrics, Medallia, Survey Monkey, or similar software
• Intermediate Microsoft Excel experience required