Wayfair Careers

Business Analyst, Customer Insights

Boston, MA
Analytics - Operations Analytics

Job Description

The Business Insights team in Customer Service is looking to add an Analyst to their group! This person will leverage a creative approach and quantitative skills to answer high-level business and strategy questions that impact the customer experience. This team is highly cross-functional and highly visible to senior leadership, solving the most complex problems from any part of the operations.   

Who we are:  Business Insights teams are internal consulting groups that seek to improve the customer experience by improving people allocation, processes, and technology. They are cross-functional in their approach, working with teams such as R&D, Transportation & Logistics, Warehouse Operations & Inventory Positioning, etc. in order to drive impactful change that benefits the customer.

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
  • Develop a model to estimate the impact of a specific recommendation while controlling for factors that may introduce noise into the analysis
  • Conduct big data analysis using SQL, R, Python and other software applications
  • Present data with a clear point of view so that insights can be used to help drive business strategy

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:

  • Self-starter, enjoy fast-pace, collaborative, positive, people-oriented, and enthusiastic
  • Have technical experience using SQL, R, Python, or other languages
  • Have at least 1 - 4 years of experience in an analytical/consulting role
  • Have a degree in Mathematics, Industrial Engineering, Economics, Statistics, Physics, or other concentrations with heavy quantitative focus strongly preferred
  • Have experience presenting business cases to senior leadership
  • Have experience working within large datasets and passionate about solving complex business problems
  • 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
Requisition ID: 19476