Wayfair Careers

Analyst, Customer Analytics team

Boston, MA
Supply Chain & Logistics - Logistics

Job Description

Do you love using data to find insights? Do you hate it when your delivery shows up right at the end of the four-hour window?  Does finding ways to do things more efficiently or effectively get your heart racing? If so, our Customer 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 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:

  • Translate 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

Example Projects:

  • Analyze inbound call data to root cause customer issues and prioritize efforts at reducing the first contact
  • Analyze service performance after a call is placed and develop recommendations for call routing, issue handling, resolution types, etc. to reduce follow-on calls and improve customer satisfaction
  • Work with Storefront to design, pilot, and measure the impact of a new webpage feature on customer purchase behavior
  • Develop new ideas to “Wow” the customer and measure their effectiveness, such as day of delivery tracking, in which a customer can view the delivery truck as it proceeds along its route and approaches his/her residence
  • Analyze the impact of fast deliveries vs. accurate deliveries on customer satisfaction in order to optimize delivery expectations on storefront

Who you are:

  • You have at least 1 - 4 years of experience in an analytical/consulting role preferably with supply chain or logistics experience
  • You have a degree in Mathematics, Industrial Engineering, Economics, Statistics, Physics, or other concentrations with heavy quantitative focus strongly preferred
  • Previous experience presenting business cases to senior leadership
  • Experience working within large datasets and passionate about solving complex business problems
  • You possess an affinity for data, and resourcefulness in obtaining data when clean and or complete information is not available
  • Possess strong written and verbal cross-functional communication skills
  • Positive, people-oriented, and enthusiastic
  • Technical experience using SQL, R, Python, or other languages
Tag: SCL-L
Requisition ID: 19177