What You’ll Do
- Drive insight generation through advanced business analytics to improve our post-purchase e2e customer journeys
- Operate as a cross functional think tank that understand customer needs and Wayfair & Supplier processes, then define, design, deliver transformational journeys
- Partner effectively with product, technology development and other operational teams including contact center workforce management, training, change management teams.
- Problem solve situations; requiring use of data collection and analysis
- Conduct user and market research to define long term strategy
Example Projects
- Analyze inbound call/email/chat data and conduct user research to root cause customer pain points.
- Identify and quantify opportunities with customer anxiety around Large Parcel Delivery Process around various scheduling and delivery service levels (e.g. in-home, outdoor drop off).
- Design solutions to mitigate customer anxiety by providing clearer messaging in various customer facing interfaces (e.g. checkout, track package page, order confirmation email) in partnership with Product, Engineering, and Marketing
- Develop capability to proactively identify post-purchase issues (e.g. damage, lost, schedule exception) with Supply Chain partners and design proactive service model
- Develop new ideas to “Wow” the customer and measure their effectiveness, such as Virtual Assistant predicting his/her intent and providing customized solution in his/her preferred channel
What You’ll Need:
- Self-starter, enjoy fast-pace, collaborative, positive, people-oriented, and enthusiastic
- Technical experience using Tableau, SQL, R, Python, or other languages
- Have 2+ years of experience in an analytical, engineering or consulting role
- Have a degree in Mathematics, Industrial Engineering, Economics, Statistics, Physics, or other concentrations with heavy quantitative focus strongly preferred
- Experience presenting business cases to senior leadership is preferred, but not required
- 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
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.