Wayfair Careers

Manager, Customer Analytics- NPS VOC

Boston, MA

Job Description

Do you love using data to find insights? Are you excited about diving into customer feedback and finding ways to make services better? Do you hate it when your delivery shows up right at the end of the four-hour window?  If so, our Customer Experience Analytics team is searching for you. We are looking for a smart, driven, analytical thinker who cares about the customer to join our team and help us drive Wayfair’s success.

Who we are: 

The Customer Experience Analytics team is an internal consulting team within Operations working to redefine the customer experience for large parcel home delivery. This group serves as the go-to source for any data analysis/insight generation/strategy needs surrounding the post-order customer experience for Wayfair: from redesigning the delivery scheduling process to predicting escalations to leveraging customer feedback to determine next generation services and offerings.


What you will do:

Work to drive greater understanding of our Net Promoter Score (NPS) and current Voice of the Customer (VOC).

Conduct deep dives in current customer experiences by translating high-level business problems into more specific questions which can then be answered by data-driven analysis

Partner with various business stakeholders to identify key factors and requirements for each project, and get buy-in for project methodology

Formulate solutions and comprehensive strategic recommendations for improving the customer experience

Analyze data using SQL, Excel, and other software applications

Present with a clear point of view so that data insights can be used to help drive business strategy

Drive cross-functional alignment on customer and operational priorities

Who you are:

4+ years of progressive supply chain experience, consulting experience, or experience in an analytical role with desire to learn about supply chains

Passionate about solving complex business problems

Highly analytical, creative, and innovative approach to solving problems

Degree in Engineering, Supply Chain, Mathematics, Economics or other concentrations with heavy quantitative focus strongly preferred

Possess an affinity for data, and resourcefulness in obtaining data when clean and or complete information is not available

Extensive Excel or SQL experience, bonus points for R or other programming skills

Experience working with cross-functional teams, including corporate and front-line teams

Possess strong written and verbal cross-functional communication skills

Positive, people-oriented, and enthusiastic


About Wayfair Inc.


Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 10 million items across home furnishings, décor, home improvement, housewares and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes - from product discovery to final delivery.


The Wayfair family of sites includes:


Wayfair, an online destination for all things home

Joss & Main, where beautiful furniture and finds meet irresistible savings

AllModern, unbelievable prices on everything modern

Birch Lane, a collection of classic furnishings and timeless home décor

Perigold, unparalleled access to the finest home décor and furnishings

Wayfair generated $5.2 billion in net revenue for the twelve months ended March 31, 2018. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 8,700 people.

Requisition ID: 19081