Who We Are
At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home.
The OmniChannel Service Strategy team is the strategic engine behind CS’ mission to become “better than best in class”. OmniChannel Service Strategy identifies the most impactful opportunities to better serve our customers via improved technology, more contact channels, issue triage process improvement, and insights application. Our goal is to improve the experience for both customers and our agents by enabling key features such as live agent support, process automation, machine-learning implementation, and much more. The team is highly collaborative and works across various functions within the Service and our Product Management counterparts. Additionally, the team partners closely with stakeholders in the EU to help drive scalable solutions that will improve global KPI’s.
What You’ll Do
Support the creation of compelling business cases by conducting internal data deep dives, studying external competitors/vendors, and building models to quantify impact
Conduct internal data deep dives to understand customer pain points and opportunity areas
Keep up-to-date with industry trends, competitor behavior, and new product ideas to benchmark Wayfair Service and identify ways to improve Wayfair’s Service offering
Build data-driven models to quantify the impact of proposed solutions or new ideas
Develop data visualizations, including reports, dashboards, and analysis using BI solutions to incorporate data insights in an easily digestible manner
What You’ll Need
Ability to blend technical acumen with business insight
Experience in performing quantitative analyses on large data sets
High database IQ
Adeptness at creating easy-to-understand visualizations to tell a business story based on complex data
Intermediate understanding of statistics and how to interpret different outputs across various data science models
Analytical, creative, and innovative approach to solving problems
Answer-first communication skills, particularly the ability to write clearly and concisely
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.