Director, Client Insights

About the Role

The Client Insights Director will be responsible for leading customer insights and research efforts for Stitch Fix. You are a creative, strategic and an analytical thinker, with extensive quantitative and qualitative research experience. You’re as happy running a focus group with our clients as analyzing and transforming big data into actionable insights.

You will have the opportunity to work cross-functionally to implement and deliver an insights program that provides ongoing transparency and actionable recommendations. You’ll lead the charge in spearheading research projects from start to finish, while also guiding and empowering a team of researchers who lead efforts including, but not limited to, designing and executing customer surveys, organizing and moderating focus groups, analyzing data and comprehensive market research projects. You will partner across the Marketing, Merch & Product teams as well as the broader organization to drive change off the back of your insights.

Reporting to the Chief Marketing Officer, the Client Insights Director will become an expert in the Stitch Fix business and gain exposure to all facets of the company. You will have the opportunity to act as the voice of the client and have a direct impact on the future of Stitch Fix.

You're excited about this opportunity because you will…

• Represent the voice of the customer by proactively bringing forward insights from research and analysis and identifying opportunities for business improvement based on your team’s research findings.
• Lead our Insights strategy and budget planning.
• Develop and monitor key customer metrics based on research; establish business goals to improve key metrics.
• Oversee our NPS program, serving as a cornerstone for our business strategy and garnering significant attention across the organization.
• Direct end-to-end quant & qual research projects (including: developing questionnaires and discussion guides, programming and analyzing surveys, moderating focus groups and conducting customer interviews) and be able to summarize and share findings & recommendations to key stakeholders.
• Perform ad hoc analyses of existing client data (Looker experience a strong advantage) to identify opportunities and support business decisions.
• Produce monthly competitor reports based on market share data (retailer & product category level) and desk research.
• Assist in managing on-going tracker studies such as Brand Tracker, Client & Prospect Sentiment Trackers and NPS data.
• Onboard & manager vendors, including our online client community platform & community groups.
• Act as a strategic business partner and thought leader across Marketing, Creative, Strategy, Merchandising, Styling and CX teams to frame, investigate, and answer key questions about existing and prospective customers.

We’re excited about you because…

• You have 10+ years of client insights/research experience agency or client side; including experience in retail or ecommerce.
• You possess a dynamic enthusiasm for both crafting strategic initiatives and actively engaging in hands-on execution.
• You have excellent written and oral communication skills and strong interpersonal skills, with the ability to convey complex concepts to both technical and non-technical audiences.
• You have significant experience with a range of qualitative and quantitative customer research methods.
• You are both strategic and analytical, with an ability to break down problems and drive solutions.
• You have experience in managing and fostering the growth of team members.
• You have a proven track-record of cross functional collaboration and influencing business partners based on research insights.
• You have a strong ability to prioritize and manage resources to maximize results.
• You are both right brained and left brained, can think big picture and have the ability to execute with great quality in the details.
• You have a passion for a vibrant company culture committed to being Bright, Kind and Motivated by Challenge.

Why you'll love working at Stitch Fix...

• We are a group of bright, kind people who are motivated by challenge. We value integrity, innovation and trust. You’ll bring these characteristics to life in everything you do at Stitch Fix.
• We cultivate a community of diverse perspectives— all voices are heard and valued.
• We are an innovative company and leverage our strengths in fashion and tech to disrupt the future of retail.
• We win as a team, commit to our work, and celebrate grit together because we value strong relationships.
• We boldly create the future while keeping equity and sustainability at the center of all that we do.
• We are the owners of our work and are energized by solving problems through a growth mindset lens. We think broadly and creatively through every situation to create meaningful impact.
• We offer comprehensive compensation packages and inclusive health and wellness benefits.

About Stitch Fix

We're changing the industry and bringing personal styling to every body. We believe in a service and a workplace where you can show up as your best, most authentic self. The Stitch Fix experience is not merely curated—it’s truly personalized to each client we style. We are changing the way people find what they love. We’re disrupting the future of retail with the precision of data science by combining it with human instinct to find pieces that fit our client’s unique style. This novel juxtaposition attracts a highly diverse group of talented people who are both thinkers and doers. This results in a simple, yet powerful offering to our customers and a successful, growing business serving millions of men, women and kids throughout the US. We believe we are only scratching the surface and are looking for incredible people like you to help us boldly create our future.

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