Responsibilities

• Lead the consumer insights program for Starlink’s direct-to-consumer business — designing and executing research programs (surveys, in-depth interviews, focus groups, usability tests) to uncover actionable insights about target audiences.
• Develop rich, evolving customer personas, journey maps, and behavioral segmentation frameworks that serve as the foundation for all growth, marketing, product, and experience decisions.
• Use customer insights to identify friction points and opportunities, then drive measurable improvements through A/B testing, personalization, messaging, content, and UX changes.
• Own Starlink.com conversion and funnel performance KPIs, driving measurable improvements in acquisition and checkout flows (e.g. including website optimizations, personalized content, messaging, and e-commerce enhancements.)
• Conduct ongoing customer research (surveys, focus groups, analytics) to uncover insights into target audiences' needs, pain points, and behaviors; develop and maintain detailed customer personas for segmentation and journey mapping
• Build and execute a high-velocity A/B testing and experimentation roadmap (e.g., persona-driven campaigns, SEO content, new channels) grounded in customer insights — from hypothesis development through test design, execution, statistical analysis, and scaling.
• Partner closely with Product, Design, Engineering, Marketing, and Operations to translate consumer insights into improved landing pages, pre-purchase education content, checkout flows, and post-purchase activation experiences.
• Build and maintain customer testing groups and research programs to incorporate direct customer feedback into product and funnel decisions
• Create and maintain dashboards (SQL + visualization tools) that connect behavioral data with qualitative insights to guide prioritization and measure impact. Communicate insights with clarity and influence — delivering compelling presentations and storytelling to executives and cross-functional teams.

Requirements

• Bachelor's degree
• 8+ years of cumulative work/internship experience in consumer insights, market research, growth experimentation, A/B testing, and driving conversion metrics
• Must be available to work extended hours and weekends as needed
• Willingness to travel to customer sites, other SpaceX locations, and events as needed

Preferred

• 10+ year of hands-on experience leading consumer research and insights programs (experience in consumer tech, e-commerce, or subscription businesses strongly preferred)
• Demonstrated success running and analyzing large-scale A/B tests and experiments
• Advanced SQL skills and experience building funnel dashboards; Python experience is a plus
• Proven success and expert in funnel optimization, checkout improvement, and subscription growth 1+ years in early and growth stage startups working with lean teams
• Distinctive business judgment and communication skills
• Excellent project management, problem solving and analysis skills
• Excellent storyteller with strong written and verbal communication skills — able to influence executives and cross-functional partners
• Technical background or experience working closely with engineering/design teams on web product development
• Experience working in early-to-growth stage environments with lean teams