Customer analyst

Intro:

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.

Job Overview:

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

Roles You Will Play:

The Researcher

• Design and conduct primary research programs focused on understanding brand perceptions and identifying customer needs, priorities, motivations, and price sensitivity
• 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
• Use customer profiling and segmentation to inform Cortland’s promotional, marketing, pricing, and product-design decisions
• Analyze and track trends from existing resident satisfaction survey programs
• Iterate and improve upon Cortland’s existing research programs; explore and present new research methodologies as technology evolves
• Manage the day-to-day relationship with research vendors and agencies

The Advocate

• 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
• 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

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:

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

Outro:

At Cortland, we create, reimagine, and manage apartment communities for residents nationwide. Headquartered in Atlanta, GA, we have communities and regional offices all over the country, as well as overseas. From product design and procurement to general contracting and property management, we do it all – to make sure our communities are the perfect setting for living life to its fullest.

Our success is fueled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.

Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email or call .

Cortland is a drug-free workplace.

Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.