Senior Analyst, Customer Journey Optimization

At Wayfair, we care about our customers! Our award-winning Customer Service (CS) team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home and any post-order inquiries, our team works to make it easier than ever to shop for the home.

The journey optimization team is the strategic engine behind our CS’s global mission to become “better than best in class”. Our goal is to optimize both customer and agent experience via continuous people, process, policy and tech improvements. Within the role, you will apply your leadership and quantitative skills in a highly collaborative environment to meet business-critical strategic and operational challenges head on. The team is highly collaborative and works across various business and tech functions within & outside the service organization. If you’re passionate about driving business impact by working alongside stakeholders, applying cutting-edge techniques to inform complex operations decisions, and enjoy working in a dynamic, entrepreneurial environment, then this is the perfect role for you!

What You’ll Do

• Translate high-level business problems into concrete work streams that can be answered using data-driven modeling and analysis
• Conduct internal deep dives to understand customer and agent pain points and opportunity areas
• Keep up-to-date with industry trends, competitor behavior, and new product ideas to benchmark Wayfair Service and identify ways to improve Wayfair’s Service offering
• Partner with cross-functional business stakeholders to identify, analyze, and implement initiatives that allow us to more effectively operate our Customer Service Operations
• Manage multiple work streams at once given large scope 
• Lead and own projects and ensure that they are seen to completion
• Present your analysis with clear recommendations to stakeholders and senior leadership 
• Apply an impact-focused, entrepreneurial lens to proactively identify, develop, and implement business and process improvement initiatives that capture operational benefits across all aspects of Wayfair’s CS   
• Use analytical and quantitative skills to work with large and complex datasets, analyze vague problem statements, build custom analytical decision models, and develop recommendations to guide business decisions
• Develop data visualizations, including reports, dashboards, and analysis using BI solutions to translate data insights into  an easily digestible manner
• Demonstrate strong motivation and ability to develop and continuously improve business and analysis processes to keep pace with the rapid growth and scale of Wayfair’s operations

What You’ll Need

• BA or BS in a quantitative field with a strong academic record; MS in Business, Mathematics, or Analytics preferred, but not required
• Advanced experience with Microsoft Excel or Google Sheets, SQL or GBQ, and data visualization tools such as Google Data Studio (Looker, Tableau, or PowerBI)
• Intermediate understanding of statistics and how to interpret different outputs across various data science models
• Passionate about tackling complex business problems including problem definition, analytical model building, and presentation of business insights to peers, stakeholders, and senior leadership 
• Strong written and verbal communication skills including the ability to translate sophisticated analyses into a logical, convincing business narrative
• Affinity for working with data and resourcefulness in situations where clean data and/or complete information is not available or time to develop a solution is limited
• Cross-functional collaboration experience with demonstrated examples of business 
• Adeptness at creating easy-to-understand visualizations to tell a business story based on complex data

An Important Note about Wayfair's In-Office Policy:

All Boston-based interns, Co-ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Monday - Thursday, and work remotely Friday.