Our mission as a Employee Experience team in the Service organization is to support our people as individuals, members of teams, and as part of Wayfair. We are looking for a Senior Manager, Employee Experience to join our team who will help drive Wayfair’s employee experience through analytics and project management.. As an organization, we care deeply about delighting our customers and giving them the best experience possible, and with that we strive to also ensure our valued employees feel the same.

As a Senior Manager, you will support our NA Service Customer Service team on key initiatives related to the employee experience.  A successful candidate will demonstrate strong verbal and written communication skills, excel in quantitative and qualitative analysis, and comfortably tackle ambiguity in a fast-paced environment. Strong candidates will have strong analytical, technical, and consultative skills. This person will be tasked with supporting business leaders through consultative data-driven projects on key employee experience projects. Additionally, this person will provide the business with actionable recommendations to ensure the employee experience aligns with our long-term business goals and the ROI can be measured..

As a senior manager, you will partner across NA Service to project manage and provide analytics support to key projects as well as open-ended employee experience questions from the business using data. You will lead the analysis and the synthesization of data to identify trends and create an actionable story, and present insights and recommendations to senior leaders.. The role will report to the Head of Employee Experience - Service.

What You'll Do

Analysis:

• Conduct and analysis and have a comprehensive understanding of the employee journey
• Design and conduct complex quantitative & qualitative analyses to identify trends in the employee experience (i.e. attrition, Voice survey).
• Incorporate information from various data sources, both internal and external, to support analysis.
• Manage and deliver a user research and continuous listening plan across Service, to understand the diverse range of behaviours, motivators and beliefs that sit across our teams

Project Management:

• Manage complex high impact employee experience projects, while providing technical and analytical assessment of issues facing the business.
• Coordinate cross-functional teams and senior leadership to conceptualise, define, test and deploy employee journeys and experiences
• Lead special projects and assignments from scoping through implementation with limited coaching.
• Develop project plans and timelines to support engagement efforts and assist in the smooth and thorough execution of projects.
• Deliver work in alignment with plans.

Delivery::

• Lead the development of a compelling narrative through a data-driven process and transform complex data elements into a consumable format for various levels of talent and business audiences.
• Lead discussions with senior leadership.

• Partner with senior leadership and employee experience team members to develop and manage the delivery of functional experience improvement plans
• Stay abreast of external employee experience trends and innovation, with the intent of applying to employee journeys and enhancing experiences
• This role will support globally as needed.  Other duties as assigned

What You'll Need

• 7+ years of project management/analytical experience
• Excellent problem solver with a proven track record of driving results
• Proven track record of developing and applying modeling to business problems. Deep knowledge of data sources, tools and business drivers.
• Demonstrated ability to apply consultative mind-set, problem-solving and critical thinking
• Advanced proficiency in Excel, PowerPoint. Experience in statistical software packages (SAS , PowerBI) helpful.
• Must have good planning, analytical, decision-making and communication skills.
• Ability to balance multiple priorities simultaneously and meet deadlines as required
• Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
• Able to create, analyze, report and manipulate data as it relates to communication metrics
• Bachelor's degree, preferred