Data Analyst, Growth (Customer Research)

Minimum qualifications• Degree in data science, statistics, economics or relevant experience with statistical analysis• Ability to empathize with users to evaluate the user journey and determine opportunities for product or brand improvement• Knowledge of how to effectively construct surveys to reveal meaningful consumer trends• Experience working with large datasets with technical skills (Python, SQL, R, etc.)• Experience extracting quantitative insights from natural language and qualitative data
About the JobWe’re seeking an analyst to research customer and consumer feedback to refine our user experience, marketing communication, and brand strategy. In this role, you’ll be responsible for analyzing user reviews, social feedback, NPS surveys, and other customer data to report on Hopper’s competitive strengths, opportunities for product improvements, and overall brand sentiment. You’ll also conduct frequent surveys to research and improve our understanding of travelers’ preferences and needs, and build reports and dashboards to track relevant metrics over time. As part of the Growth team, you’ll work closely with the PR and User Acquisition teams to develop a data-driven brand and marketing strategy.
Despite the challenges of the pandemic, Hopper managed to have +360 % year-over-year revenue growth in 2020. In fact, Hopper is recovering faster than the sector at large and that is driven in large part by the performance of our fintech products, such as Price Freeze, Flexible Dates Plan, and Disruption Protection, which offer travelers an unparalleled level of flexibility and control. Now we need to lay the groundwork for a growth-centric year in 2022.

Responsibilities

• Analyze natural language datasets containing user feedback and survey responses to pinpoint opportunities for improving user experience
• Conduct user and consumer surveys to gauge brand awareness
• Guide our marketing messaging based on user and consumer research
• Draw insights from data and clearly communicate them to the stakeholders and senior management as required, both verbally and written.
• Develop reports for our B2B and cloud initiatives that understand user motivations and track usage metrics across Hopper’s fintech products
• Deliver actionable insights on what messaging is resonating in order to optimize marketing communication channels such as our website and App Store copy
• Help guide our environmental and social responsibility efforts, including the Hopper Trees carbon offset initiative, and report on our carbon footprint

Benefits

• Well-funded and proven startup with large ambitions, competitive salary and stock options
• Unlimited PTO
• WeWork All Access Pass OR Work-from-home stipend
• Entrepreneurial culture where pushing limits and taking risks is everyday business
• Open communication with management and company leadership
• Small, dynamic teams = massive impact
• 100% employer paid medical, dental, vision, disability and life insurance plans
• Access to a 401k (US) or Retirement Savings Plan (Canada)

Despite the pandemic’s impact on the travel industry, Hopper has emerged stronger than ever. As the travel industry continues to rebound, Hopper has seen its valuation more than double since early 2020, reflecting the strength of our mobile-only marketplace and the value customers are deriving from our proprietary suite of fintech offerings. 
Here are just a few stats that demonstrate our recent growth:
- Hopper’s valuation is now over $3.5B, reflecting the strength of its mobile-only marketplace and value customers are deriving from the company’s proprietary suite of fintech offerings.
- Based on its current run rate, Hopper is pacing towards 330% revenue growth compared to last year, and it has already surpassed its pre-pandemic revenue peak from Q1 2020 by over 100%.
- Hopper has over 60 million downloads, consistently ranks as one of the most downloaded travel apps, and now has a larger air travel market share in North America than it did before the pandemic (source: MIDT). 
- The company is on track to surpass $1.5 billion in travel sales this year, with 40% coming from the hotel and car rental categories. 
- Hopper’s fintech offerings, such as Price Freeze and Rebooking Guarantee, now represent 50% of its revenue. 
- Given the success of its travel fintech, Hopper recently launched a B2B initiative called Hopper Cloud, where any travel provider can unlock a totally unique revenue stream by seamlessly integrating and offering Hopper’s travel fintech. The industry opportunity for Hopper Cloud is enormous as projections estimate that if all travel distribution channels offered travel fintech, it could increase the total consumer spend for the sector by $200 billion annually.
All this recent growth is just the beginning. There are still so many new opportunities we’re excited to tackle in the next year!