Customer Strategy and Insights Co-op

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

Job Overview

The Customer Strategy and Insights Co-op will support the Business Solutions team in understanding the customer experience across New Balance's direct-to-consumer and wholesale channels. The role will help analyze customer interactions and feedback, identify trends and customer pain points, evaluate digital experiences, and develop recommendations that improve customer satisfaction and business performance.  This role offers hands-on experience in customer experience strategy, business analytics, artificial intelligence, and customer insights.

Responsibilities

Customer Interactions Monitoring and Analysis

- Monitor customer and AI-powered chatbot interactions to identify opportunities for improvement
- Analyze customer feedback and interaction data to uncover trends and pain points
- Support the identification and prioritization of customer experience enhancements
- Assist with AI and automation initiatives designed to improve customer and associate experiences

Business Strategy Recommendations

- Develop insights and recommendations based on customer feedback, interaction data, and research
- Present findings and proposed enhancements to business stakeholders
- Support the creation of reports, dashboards, and presentations that communicate customer insights and recommendations

Research

- Conduct competitive, industry, and customer experience research to identify emerging trends and best practices

Requirements

- Pursuing a degree in Business, Analytics, Psychology, Customer Experience, or related field
- Strong analytical and problem-solving skills
- Experience with Excel and PowerPoint
- Interest in customer experience, technology, and process improvement
- Strong written and verbal communication skills
- Ability to work independently and manage multiple priorities
- Interest in Artificial Intelligence and emerging technologies; experience using AI tools is a plus

Boston, MA Headquarters - (NB) Only Pay Range: $18.00 - $20.00 - $22.00 Hourly (actual base pay varying based upon, but not limited to, relevant experience, time in role, internal equity, geographic location, and more.)

Regular Associate Benefits

Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks – opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs – that encourage our associates to grow personally as they develop professionally. You’ll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword – it’s part of our culture.

Temporary associates are provided three options for medical insurance as well as dental and vision insurance and an associate discount.

Part time associates are provided 401k, short term disability, a yearly $300 lifestyle reimbursement and an associate discount.

Flexible Work Schedule

For decades we have fostered a unique culture founded on our values with a particular focus on in-person teamwork and collaboration. Our North American hybrid model encourages rich in-person experiences, showcasing our commitment to teamwork and connection, while maintaining flexibility for associates. New Balance Associates currently work in office three days per week (Tuesday, Wednesday, and Thursday). Our offices are fully open, and amenities are available across our North American office locations. To continue our focus on hybrid work we have introduced “Work from Anywhere” (WFA) for four weeks per calendar year. This model will help us enhance our culture while continuing to maintain elements of flexibility.

Equal Opportunity Employer

New Balance provides equal opportunities for all current and prospective associates to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran, or any other protected status.