If building business strategies to deliver best in class customer experience using analytics, working with multiple stakeholders, and collaboratively driving business impact excites you - then this is the role for you!

We are Service Create - a think tank within Wayfair that is responsible for identifying + quantifying opportunities areas, designing a new solution (tech, policy or process) and getting buy-in from the entire service org and key stakeholders across all of operations to get this idea to execution. We are collaborative, analytical, keen on critical and out-of-the-box thinking with a bias towards execution. We are the voice of our customers for all of Wayfair.

And we are looking for a star analyst who is comfortable with querying datasets to identify actionable business insights, but does not stop there. She/He/They are equally strong on distilling this insight into a business plan and getting in front of their stakeholders to get buy-in towards development and execution! If that resonates with you, we would love to hear from you!

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 understands customer needs along with internal operational processes, to define, design and deliver transformational customer experiences
• Partner effectively with communications, transportation, supply chain, product, frontline agents and leadership to drive projects forward
• Problem solve using data, queries, quantitative and qualitative insights
• Conduct extensive contact, customer, agent, market, industry research to define long term customer service strategy

Example Projects

• Create Customer Journey Maps from Order to Delivery to better understand our customers experience when they shop with Wayfair
• Simplify existing customer facing policies such as “Lost In Transit” policy so they are easy to execute for our frontline agents, and provide fast and favorable resolutions to customers
• 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, Transactional emails) in partnership with Product, Engineering, and Marketing
• 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
• 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