Customer Feedback Analyst (Contract)

About Arlo:
At Arlo, we're passionate about creating innovative and reliable solutions that help people protect what matters most to them. Our team is dedicated to delivering products that exceed our customers' expectations, while always pushing the boundaries of what's possible in the world of protection technology. We believe that everyone deserves to feel safe and secure, whether they're at home or away, and we're committed to providing our customers with the peace of mind they need to live their lives without worry. Arlo’s deep expertise in AI- and CV-powered analytics, cloud services, user experience, product design, and innovative wireless and RF connectivity enables the delivery of a seamless, smart security experience for Arlo users that is easy to set up and interact with every day.

We are seeking a data-driven and strategic Customer Feedback Analyst to join our Customer Care team. This role will be pivotal in mining and analyzing product reviews across platforms to uncover drivers of poor customer sentiment, quantify the cost of negative experiences, and model the impact of review trends on point-of-sale (POS) performance. The ideal candidate will bring a blend of analytical rigor, business acumen, and storytelling ability to influence cross-functional investments that improve customer satisfaction and brand reputation.
This role is a 1-year fixed term contract.

Key Responsibilities

Review Mining & Sentiment Analysis

• Aggregate and analyze product reviews from multiple sources (e.g., Amazon, DTC site, retail partners).
• Identify recurring themes, sentiment trends, and root causes of poor reviews (e.g., product quality, service issues, delivery delays).

Cost of Poor Experience Modeling

• Quantify the financial impact of negative reviews, including lost sales, returns, and customer churn.
• Collaborate with Finance and Product teams to estimate cost of remediation and potential ROI of improvement initiatives.

Strategic Forecasting

• Model the impact on POS performance if average review ratings remain stagnant (~3.5 stars).
• Simulate uplift scenarios based on improved review ratings and customer sentiment.

Investment Planning

• Recommend targeted investments (e.g., product fixes, packaging changes, service enhancements) to drive positive reviews.
• Partner with Product, Marketing, and Customer Care to prioritize initiatives based on impact and feasibility.

Reporting & Communication

• Build dashboards and executive-level presentations to communicate insights and recommendations.
• Track progress of initiatives and their effect on review scores and customer satisfaction metrics.

Qualifications

• Bachelor’s degree in Finance, Data Science, Economics, or related field
• 3+ years of experience in data analytics, customer experience, or product insights.
• Proficiency in SQL, Python or R, and data visualization tools (e.g., Tableau, Power BI).
• Strong understanding of eCommerce, retail, and customer feedback ecosystems.
• Excellent communication and storytelling skills with the ability to influence cross-functional stakeholders.

Preferred Skills

• Experience with NLP techniques for sentiment and text analysis.
• Familiarity with review platforms and scraping tools.
• Background in financial modeling or ROI analysis.

The pay range for this position reflects the minimum and maximum target for new hire salaries at commencement of employment and is expected to be between $80,000– $110,000/year. However, base pay offered may vary depending on multiple factors, including location, role, job-related knowledge, skills, relevant education and experience.  The total compensation package for this position may also include other elements, including bonus, equity, and a full range of benefits. Details of all benefits will be provided if an employee receives an offer of employment.

We’re committed to inclusivity and selecting the strongest candidate—no matter their background. Even if you don’t meet every listed qualification, we encourage you to apply. We’re happy to support growth in areas essential to the role. Interested in learning more about our workplace? Visit and follow our LinkedIn, and Glassdoor pages to read employee insights and get updates of what it’s like to be part of Arlo.

Arlo is proud to be an Equal Opportunity Employer. We value inclusion and are committed to inclusive, and harassment-free workplace. We prohibit discrimination and harassment based on all legally protected statuses in all hiring and employment.

We provide reasonable accommodations to applicants and employees with disabilities, who are pregnant or have a related medical condition, or who have sincerely held religious beliefs, observances, and practices. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, the Company will consider for employment qualified applicants with arrest and conviction records.