Customer Research & Insights Analyst

Real people. Real service.

At SupplyHouse.com, we value every individual team member and cultivate a community where people come first. Led by our core values of Generosity, Respect, Innovation, Teamwork, and GRIT, we’re dedicated to maintaining a supportive work environment that celebrates diversity and empowers everyone to reach their full potential. As an industry-leading e-commerce company specializing in HVAC, plumbing, heating, and electrical supplies since 2004, we strive to foster growth while providing the best possible experience for our customers.

We are looking for a Customer Research & Insights Analyst to join our Customer Experience (CX) Team. This individual will report into our Director of Customer Experience and execute customer and market research projects that provide actionable insights to the CX team. Working under guidance from senior team members, this individual will independently manage day-to-day research tasks, from participant recruitment to data analysis, while ensuring projects are delivered on time and within scope. If you enjoy leveraging qualitative and quantitative methods, informing product development, validating ideas, and uncovering opportunities to improve the customer experience, we’d love to hear from you!

This remote position is open to individuals who live in, or are open to relocating to, the following states: Arizona, Delaware, Florida, Georgia, Nevada, New Jersey, New York, North Carolina, Ohio, Rhode Island, South Carolina, Tennessee, Texas, Virginia, and Washington.

This position requires travel to our headquarters in Melville, NY 3 times per year for internal meetings and team building activities. We reimburse reasonable and necessary travel expenses, and you’re also welcome to work on-site anytime beyond these visits – our doors are always open.

Role Type: Full-Time, Exempt 

Location: Remote 

Schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m. with time zone flexibility 

Base Salary: $70,000 – $90,000 per year

Responsibilities: 

• Develop research tools including survey questionnaires, focus group scripts, interview guides, and usability testing protocols.
• ​​Coordinate and execute consumer research projects, ensuring alignment with established research plans and goals.​ 
• ​​Recruit and manage research participants, including scheduling, communications, and incentive distribution.​ 
• Conduct interviews, moderate focus groups, and facilitate usability testing sessions.
• Collect, organize, and maintain research data, ensuring accuracy and confidentiality.
• ​​Analyze findings to identify trends, themes, and improvement opportunities.​ 
• ​Prepare concise, visually clear research summaries, reports, and presentations for internal stakeholders.​
• Share findings in team meetings and adapt communication style to different audiences.​
• ​​Partner with cross-functional teams to clarify research needs and objectives.​ 
• ​​Maintain detailed records of participant engagement, research assets, and project documentation.​ 
• Support process improvements for participant management, data collection, and reporting.​

Requirements: 

• Bachelor's degree in Marketing, Communications, Psychology, Sociology, or other related field
• 1+ years of experience in marketing, customer service, UX research, or a related area
• Strong verbal and written communication skills
• Excellent organizational skills and attention to detail
• Proficiency in Microsoft Office Suite or equivalent tools
• Eagerness to build expertise in research and data analysis

Why work with us: 

• We have awesome benefits – We offer a wide variety of benefits to help support you and your loved ones. These include:
  • Comprehensive and affordable medical, dental, vision, and voluntary life insurance options
  • 401(k) with up to 4% company match
  • Paid vacation, sick time, and holidays
  • Company-paid basic life insurance and long-term disability
  • Discounted auto, home, and pet insurance programs
  • Flexible Spending Account (FSA)
  • Confidential mental health, financial planning, and legal support through our Employee Assistance Program (EAP)
  • Company-provided equipment and one-time $250 work from home stipend
  • $750 annual professional development budget
  • $25 monthly Grubhub credit
  • Company rewards and recognition program
  • And more!
• We promote work-life balance – We value your time and encourage a healthy separation between your professional and personal life to feel refreshed and recharged. Look out for our wellness initiatives and ask about our Flex-Time Policy!
• We support growth – We encourage you to embrace continuous learning and take on new challenges. In an exciting and evolving industry, we provide opportunities for career growth through our annual merit and bonus opportunities, hands-on training, diversity and inclusion initiatives, internal mobility options, and professional development budget.
• We give back – We live and breathe our core value, Generosity, by giving back to the trades and organizations around the world. We make a difference through donation drives, employee-nominated contributions, support for non-profit organizations, Volunteer Paid Time Off, and more.
• We listen – We value hearing from our employees. Everyone has a voice, and we encourage you to use it! We actively elicit feedback through our monthly town halls, regular 1:1 check-ins, employee listening initiatives, and company-wide ideas form to incorporate suggestions and ensure our team enjoys coming to work every day.

Check us out and learn more at: https://www.supplyhouse.com/our-company!

Additional Details: 

• Remote employees are expected to work in a distraction-free environment. Personal devices, background noise, and other distractions should be kept to a minimum to avoid disrupting virtual meetings or business operations.
• Applicants must be currently authorized to work in the U.S. on a full-time basis. SupplyHouse.com will not sponsor applicants for work visas.
• SupplyHouse.com is an Equal Opportunity Employer. We welcome and encourage individuals of all backgrounds, experiences, and perspectives to apply. Employment decisions are based on qualifications, merit, and business needs.
• To ensure fairness, all application materials, assessments, and interview responses must reflect your own original work. The use of AI tools, plagiarism, or any uncredited assistance is not permitted at any stage of the hiring process and may result in disqualification. We appreciate your honesty and look forward to seeing your skills.
• We are committed to providing a safe and secure work environment and conduct thorough background checks on all potential employees in accordance with applicable laws and regulations.
• All emails from the SupplyHouse team will only be sent from an @supplyhouse.com email address. Please exercise caution if you receive an email from an alternate domain.