Who We Are
Spot & Tango is an innovative pet health & wellness brand that delivers personalized meal plans on a subscription basis. Our recipes are developed by leading animal nutritionists, and are made with only real, human-grade ingredients... and nothing artificial! We have lofty goals (to make every dog in the country healthier, and every pet parent happier!) and we are looking for the right people to help us get there. This is an exciting opportunity to join a VC-backed, high-growth, e-commerce startup and have an outsized impact in an extremely fast-paced environment.
Plus, you get to think about dogs all day!
Who You Are
You’re analytical, customer-obsessed, and naturally curious—always eager to ask the right questions and uncover the “why” behind customer behavior. You balance structured analysis with strong intuition, knowing when to dive into data and when to just pick up the phone and speak directly with customers. You’re highly organized and comfortable working with unstructured data sources, undeterred by ambiguous problem-solving. You thrive in an independent role, taking ownership of projects and driving them forward without needing hand-holding.
The ideal candidate has a mix of left- and right-brain thinking, able to extract meaningful insights from data while bringing a nuanced human perspective drawn from empathy and active listening.
The Role
The Customer Insights Associate, reporting to the Senior Manager, Strategy & Innovation, will be a key member of the Strategy team. You will be responsible for developing and managing the customer and consumer research roadmap to uncover customer insights, answer key business questions and inform company-wide retention and loyalty strategies. You will own the research process from planning to execution, translating findings into clear, data-backed narratives that drive action.This role blends structured analysis with deep customer intuition—leveraging qualitative and quantitative research to close key knowledge gaps while directly engaging with customers to understand the “why” behind the numbers.
As the resident customer expert and advocate, you’ll master the art of customer listening, identifying the moments that matter, what they care about, and how we can better serve them. This role offers direct exposure to senior leadership and cross-functional influence across CX, Marketing, Product, Data, and Operations.
Responsibilities:
- Voice of Customer (VoC) – Create and maintain reporting to bring the customer's voice to life by combining a variety of data sources to create an ongoing, consolidated, cohesive narrative (e.g., NPS, reviews, customer support, etc.)
- Targeted Research Initiatives – Lead data-driven deep dives, using qualitative research and quantitative data analysis to uncover opportunities to improve customer happiness, retention, and loyalty
- Research Roadmap Ownership – Prioritize key strategic questions and insights that will drive action across CX, Marketing, Product, and Operations.
- Major Annual Surveying – Design and execute large-scale research initiatives to uncover key customer insights.
- Ad Hoc Strategic Projects – Lead and execute key initiatives that drive retention and loyalty, some illustrative examples include:
- Segmentation & Targeting: Create detailed customer segments based on behavior, purchase history, and other relevant factors. Develop tailored retention strategies for each segment, focusing on increasing engagement and reducing churn.
- Loyalty Program Development: Support the strategy and execution of a customer loyalty program, leveraging insights to shape program design.
Qualifications:
- 2+ years of experience at a top-tier management/strategy consulting firm; experience with membership or subscription businesses is a plus. Experience working in the consumer goods, food, or retail industry is a plus.
- Bachelor's degree in business, statistics, economics, data science, or a related field preferred.
- Extensive experience conducting quantitative and qualitative analyses, managing the full research lifecycle from planning to insight delivery, and effectively communicating findings to stakeholders at all levels of seniority.
- Proven ability to manage multiple research initiatives independently, prioritize effectively, and drive projects from concept to execution.
- Strong proficiency in Excel, PowerPoint; familiarity with statistical analysis software (e.g., R, SPSS, or similar tools) and/or BI tools (e.g., Looker, Omni, or similar) a plus
- Experience designing, writing, and analyzing surveys.
- Experience recruiting research participants, leading 1:1 customer qualitative interviews, and writing questionnaires/discussion guides.
- Solid understanding of statistical concepts and methodologies, such as regression analysis, segmentation, and predictive modeling.
- Solid understanding of e-commerce performance metrics (e.g., CAC, LTV).
- Exceptional work ethic and ability to independently create and drive workstreams in a fast-paced, deadline-driven startup environment.
- Comfortable working and communicating with employees at senior levels of the organization, including the CEO, COO, and other senior leaders.
- Self-starter who is comfortable with ambiguity and able to react quickly to changing priorities.
- Dog lover!
Spot & Tango is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
