Technical Product Analyst III

Applicants in the Minneapolis-St. Paul Metropolitan area only, please.Join the Great Clips Adventure! Dive into a world where technology meets creativity and passion. We're looking for an experienced, dynamic Technical Product Analyst to supercharge the Great Clips app, transforming customer experiences and setting new benchmarks in our industry. This is not just a role but a playground for innovation, where your analytical skills, tech expertise, and insights will fuel strategic breakthroughs and delight our users. Embark on a career journey that promises growth, fun, and the thrill of making an impact. Ready to be part of something truly exciting?Your MissionAs a Technical Product Analyst focused on customer technology, your primary role will be to bridge the gap between complex technical solutions and the customers who use them. You will be instrumental in analyzing the Great Clips app's performance, user engagement, and overall functionality to ensure an optimal user experience. By leveraging data analytics, customer feedback, and market research, you will help guide the development and enhancement of the app, ensuring it meets the evolving needs of customers. Your insights will directly contribute to strategic decisions, feature developments, and the overall direction of the app's growth. Collaborating with cross-functional teams—product management, development, and marketing—you'll enhance customer satisfaction and propel the Great Clips app's success in the competitive market. On your journey, you will face opportunities such as:• Data Analysis and Insights: Analyze app usage data to identify trends, behaviors, and areas for improvement. Provide actionable insights to support product development decisions.• Customer Feedback Management: Collect and analyze feedback across various channels to uncover user pain points and enhancement opportunities. Collaborate with product management and marketing to conduct user research, such as surveys and customer testing, to guide product evolution. Translate insights into actionable improvements, prioritizing user needs and app usability.• Feature Specification and Roadmap Support: Assist the Product Manager and Business Analyst in defining feature requirements and specifications based on data analysis and customer feedback. Contribute to the development of the product roadmap.• User Experience (UX) Evaluation: Collaborate with UX designers to evaluate and improve the app's user experience. Ensure the app is intuitive, engaging, and meets the needs of the target audience.• Performance Monitoring: Monitor the app's performance indicators, such as load times, crash rates, and response times, to ensure reliability and responsiveness.• Competitive Analysis: Keep abreast of market trends and competitive offerings. Provide recommendations to ensure the app remains competitive in features, usability, and technology.• Cross-functional Collaboration: Work closely with product management, solutions delivery, development, marketing, and customer support teams.• Testing and Quality Assurance: Participate in QA testing to ensure new features and updates are thoroughly tested before release. Prioritize bug fixes based on customer impact.• Documentation and User Training: Maintain detailed documentation on product features, user guides and customer feedback. Work with the Product Manager to design effective training strategies for users and salon staff.• Reporting: Prepare regular reports on app performance, user engagement, and customer sentiment.• Compliance and Security: Ensure the app complies with relevant legal, privacy, and security standards. Address any compliance or security issues in coordination with the relevant teams.• Service Desk Collaboration and Support Optimization: Provide training materials and support documentation to service desks, ensuring they are well-equipped to handle customer inquiries. Collaborate with our service desk partners to enhance the customer experience by optimizing hand-offs and escalations, and utilize ticket analytics to identify and address recurring issues. Assist support desks with technical queries related to the app, fostering a seamless support experience for users.• Ability to listen, earn trust, and accept direct feedback from franchisees while building strong, positive relationships.Your ExpertiseWhether you’ve already held positions as a product analyst or have been involved in providing advanced product support in some other capacity, to land this job you will need to show your proven ability to:• Analytical Skills: Strong ability to analyze data, interpret user feedback, and derive actionable insights. Proficiency in data analytics tools and platforms.• Technical Proficiency: Six+ years’ experience in technical product related role(s) i.e. product management, UX research or design, technical business analyst, or project management. Solid understanding of mobile app technologies (iOS, Android), web application technology, and the software development lifecycle. Familiarity with performance monitoring tools and techniques.• User Research: Experience in conducting user research, surveys, and usability tests to gather insights and inform product decisions.• Problem-Solving: Ability to identify problems, analyze potential solutions, and implement changes that improve user experience and app performance.• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and persuasively to a variety of audiences.• Project Management: Strong organizational and project management skills, with the ability to manage multiple projects simultaneously and meet deadlines.• Collaboration: Ability to work effectively in a cross-functional team environment, collaborating with developers, designers, marketers, customer support teams and vendors.• Customer Focus: Deep understanding of customer needs and the ability to translate those needs into product enhancements that enhance customer satisfaction.• UX Knowledge: Basic knowledge of UX design principles and practices to effectively collaborate with design teams and contribute to user experience improvements.• Quality Assurance: Familiarity with quality assurance processes and testing methodologies to ensure the delivery of high-quality product updates and new features.• Regulatory Compliance: Awareness of legal, privacy, and security standards relevant to app development, and the ability to ensure compliance with these standards.• Continuous Learning: Commitment to staying up to date with industry trends, new technologies, and best practices in product management and customer technology.Your Work EnvironmentThis is a hybrid position requiring in-office workdays twice weekly, including every Wednesday and another day of your choice (Monday, Tuesday, or Thursday). The remainder of the week can be worked remotely with reliable, secure internet.Living the ValuesWe Are Kind• Treat others the way you would like to be treated. Be humble, act honorably, and express gratitude. Respect and value everyone’s role in our company’s success.We Exceed Expectations• Innovate; be curious about what’s possible. Be adaptable and eager to respond to challenges. Collaborate and work together to achieve our goals. Strive for greatness and inspire others by your example. Be proactive. Seek continuous improvement.We Focus on Execution• Make decisions with the belief it can be executed in 6,000 salons. Focus on impact of key brand measures. Prioritize on ability to execute quickly.We Keep it Simple• Set clear expectations. Make things easy to understand and execute. Stay focused on what’s most important.We Listen and Earn Trust• Be respectfully honest; react thoughtfully. Respond quickly – 24 hours or less, and remember that personal contact is always best. Be transparent through open communication and candid conversation. Be willing to admit mistakes and fix them. Listen generously: Seek to understand other’s perspectives. Act with integrity. Always. Even when no one will know.We Make it Fun• Smile! Find opportunities to laugh. Celebrate accomplishments and recognize the contributions of others. Approach people and situations with a positive attitude. Build a sense of community where everyone enjoys coming to work every day.What We OfferWe offer a competitive salary, health benefits, wellness programs, a company-matching 401K and tuition assistance but some perks that set us apart are:A focus on your development. We want to know what your dreams and aspirations are and hope to find ways of Great Clips helping you along in your journey. Your personalized development plan will create a path for your growth and promotion potential.A GREAT culture. One of the most frequent compliments you will hear about Great Clips from employees, franchisees and business partners alike is that Great Clips has a GREAT culture. Our belief is that we are strongest together and therefore find it important to have an inclusive, diverse work culture. Though we embrace our differences, we all share in our 6 core values; we are kind, we listen and earn trust, we keep it simple, we focus on execution, we exceed expectations and WE MAKE IT FUN.A spirit of ideas and innovation. Here at Great Clips, we have a competitive lead within our industry. Though we hold a strong position, we never stop pushing ourselves forward and continue to look for new ways of delivering a powerful and enduring brand.About Great ClipsWith more than 4,400 franchised salons throughout the United States and Canada, Great Clips is the world’s largest haircutting salon brand. Our salon owners and corporate staff are dedicated to our salon communities with a focus on philanthropic and volunteer activities. Great Clips, Inc. employees are passionate about what we do and our technology team geeks out in finding ways to use technology to make what we do even better.