Community Insights Manager
London, UK | Full-time
Community Operations
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We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, and individuals with disabilities to apply. Bumble is an equal opportunity employer and welcomes everyone to our team. If you need reasonable adjustments at any point in the application or interview process, please let us know.

In your application, please feel free to note which pronouns you use (For example - she/her, he/him, they/them, etc).

We are looking for a passionate and driven individual to join our Community Operations team in London. Working for the Badoo brand and reporting to the Community Operations Lead, the Community Insights Manager will be responsible for analysing customer feedback reported in our customer service channels and producing and presenting insights to the relevant teams.


KEY ACCOUNTABILITIES

  • Collect, interpret and communicate relevant community insights reported in our customer service channels in order to build on key learnings
  • Look after our Customer Feedback tool and find ways to improve how feedback is collected and presented
  • Produce and send the monthly Badoo Customer Feedback reports to the rest of the company
  • Produce thematic community insight reports as requested
  • Analyse and define pain points in the customer journey and work with the Research and BI teams in order to validate them
  • Work cross-functionally with the rest of the Community Operations team and other insight teams in Badoo to align on methodologies, insights, and prioritise reports
  • Own specific areas of insights and suggest actions to improve the member experience in relation to them
  • Participate actively on the Voice of the Customer program, becoming an advocate that proactively works to more deeply integrate the community insights throughout the organisation
  • Contribute with insights to the relevant governance forums
  • Assist with ad-hoc projects

EXPERIENCE WE ARE LOOKING FOR

  • Bachelor’s degree or equivalent
  • Previous experience in a Customer Insights and/or Research role
  • Experience in both qualitative and quantitative research
  • Strong project management and analytical skills
  • Comfortable dealing with numbers and statistics
  • Strong written and verbal communication skills
  • Good knowledge of, and passion for, the online industry
  • Extreme attention to detail 
  • Experience working in social media, managing online communities, or customer support is ideal
  • Experience with analytic tools is ideal

ABOUT YOU 


  • You are reliable, consistent and hard-working 

  • You have the ability to multitask and manage competing priorities without getting overwhelmed
  • You are positive and have a logical approach together with a willingness to learn
  • You are enthusiastic and fun to work with
  • You are naturally curious and have a desire to learn bring higher quality insights to the table
  • You are deeply passionate about Bumble's brand vision and values

With over 700 staff in 10+ countries all working remotely during the time of COVID-19, we’ve worked hard to adapt and support our teams during this challenging time, including:

Flexible working hours

Streaming free, live yoga & meditation sessions each week, as well as a full weekly timetable of free online exercise classes

‘Random Coffee’ - connecting staff across the globe in pairs once a week to get to know each other over a video chat

‘First Fridays’ - meal delivery for a remote lunch with your team once a month

Employee Support Fund for those whose households are experiencing financial hardship due to COVID-19

Written resources to guide employees through this challenging time

You will also be taken through a fully digital onboarding process!

About Bumble Inc.: Bumble Inc. is the parent company of Badoo and Bumble, two of the world’s highest-grossing dating apps with millions of users worldwide. The Bumble platform enables people to connect and build equitable and healthy relationships. Founded by CEO Whitney Wolfe Herd in 2014, the Bumble app was one of the first dating apps built with women at the center, and the Badoo app, which was founded in 2006, was one of the pioneers of web and mobile dating products. Bumble currently employs over 600 people in offices in Austin, Barcelona, London, and Moscow. For more information, please visit: https://team.bumble.com/

Community Insights Manager
London, UK | Full-time
Community Operations
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