Senior Customer Research Analyst - Europe

Amsterdam, North Holland   |   Full Time

Chargebee is a subscription billing and revenue management platform powering some of the fastest-growing brands around the world today, including Calendly, Hopin, Pret-a-Manger, Freshworks, Okta, Study.com, and others. Thousands of SaaS and subscription-first businesses process over billions of dollars in revenue every year through the Chargebee platform. 


Headquartered in San Francisco, USA, our 500+ team members work remotely throughout the world, including India, the Netherlands, Paris, Spain, Australia, and the USA.  


Chargebee has raised over $230 million in capital and is funded by Accel, Tiger Global, Insight Partners, Steadview Capital, and Sapphire Ventures. And we’re on a mission to push the boundaries of subscription revenue operations. Not just ours, but every customer and prospective business on a recurring revenue model.


Summary

The Senior Customer Intelligence Analyst’s work will be key to identify opportunities for Chargebee’s business growth and new product lines. Our ambition is to continue building our product by proactively gaining market and customer insight.


In your day-to-day, you’ll be managing your own research projects from research design through fieldwork execution, data analysis and storytelling. As a result you’ll craft a comprehensive view of the customer experience, build nuanced personas and identify gaps.


You will be a champion of research and elevate the research standard across the organization. Democratizing data and simple feedback methodologies is another of our ambitions.


You won’t do this alone - interfacing with Product Managers, Marketing, Sales, CX, UX will help you get a 360 picture of the internal capabilities and priorities. 


You’ll join a team of seasoned Customer and Market researchers where you can find sparring partners as well as great exposure to Senior Leadership.


Responsibilities

Lead the customer journey research and persona definition projects across all product streams

Partner with cross functional leads to sharpen project goals and identify areas where research can provide greater impact

Designing and carrying out surveys, interviews and other lean feedback methodologies

Provide systemic approach for recurring user and product feedback flows to bring efficiency

Advance knowledge of research methods (quantitative and qualitative) to guide teams to apply research findings within the product development process

Proficiency in presenting research results and recommendations effectively

Being comfortable juggling multiple projects at the same time


Must-have

First hand experience with user research, customer persona definition and building journeys Excellent analytical skills  

Proficient in writing, programming and fielding qualitative research  


Good to have

Experience in SaaS, FinTech or Payments is an advantage 

Strong data manipulation skills (SPSS, SQL or R) 

Dashboarding experience (Tableau)


What makes us who we are:

  • We are Globally Local: With a diverse team across four continents, and customers in over 60 countries, you get to work closely with a global perspective right from your own neighborhood.

  • We value Curiosity: We believe the next great idea might just be around the corner. Perhaps it’s that random thought you had ten minutes ago. We believe in creating an ecosystem that fosters a desire to seek out hard questions, figure out answers to them, and foster a continuous learning environment.

  • Customer! Customer! Customer!: Everything we do is driven towards enabling our customers’ growth. This means no matter what you do, you will always be adding real value to a real business problem. It’s a lot of responsibility, but also a lot of fun.



If you resonate with Chargebee, have a monstrous appetite for curiosity, and an insatiable urge to learn and build new things, we’re waiting for you!

We value people from all backgrounds and are dedicated to hiring and employing a diverse and inclusive workplace.


Come be a part of the Chargebee tribe!

Chargebee might be the opportunity you’re looking for

  • If you’re interested in how subscription businesses can get more efficient.
  • If you’re hungry to give and receive feedback, fully understanding that challenging perspectives are the only way that you can grow.
  • If you can bring empathy to problem solving.
If this sounds interesting but you’re not sure you'll tick all the boxes, apply anyway! There’s tons of room to grow at Chargebee.

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