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Customer Experience Analyst
Confirmed live in the last 24 hours
Locations
Dorchester, Boston, MA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Data Analysis
Marketing
Research
Salesforce
SQL
Python
Looker
Requirements
  • ? (Requirements)
  • Data driven, customer centric, always curious, asking questions and anticipating challenges
  • A proven track record of solving amorphous problems, thinking creatively and proactively
  • Ability to tell the story of your analysis, tie insights to business-impacting recommendations
  • Experience with analytics in a customer-focused field: customer experience, customer service, marketing, product
  • Experience analyzing large data sets, distilling to actionable insights
  • Strong Excel and SQL skills, familiarity with tools like Looker, Salesforce, and Python/R
  • Experience with data platforms, data extraction, automation, and data visualization
  • Experience in Voice of the Customer analysis (including CSAT, NPS), text and voice analytics
  • Familiarity with designing, running, and measuring experiments
  • Bachelor's Degree with 4-6 years of experience in analytical roles
  • Have the ability to come to the Boston office once a week is ideal
Responsibilities
  • Gathers and interprets business requirements from stakeholders in R&D and Operations to perform and share analyses
  • Work with Product teams to size customer pain points and estimate impact from improvements
  • Work with Operations to size process flows and estimate impact from re-engineered tools and processes
  • Applies strong technical practices to connect data sources, extract data, and perform analysis
  • Looks for opportunities to optimize and automate analyses, develop triggers and dashboards for more efficient identification and communication of insights
  • Builds a backlog of insights derived from analyses, assembles data to support hypotheses
  • Uses storytelling and visualization to help communicate the “so what?” of their analysis
  • Coordinates between Data Engineering, Business Intelligence, R&D, and Operations team to obtain appropriate information
Toast

1,001-5,000 employees

Cloud-based restaurant software company
Company Overview
Toast is on a mission to enrich the food experience for all. Toast connects employees, operations, and guests on a reliable, easy-to-use platform so restaurateurs can stay one step ahead of a rapidly evolving hospitality market.
Benefits
  • Peer Nominated Toastie Awards
  • Professional Development Reimbursement Program
  • Sabbatical
  • Unlimited Vacation & Flexible Work Hours
  • Medical, Dental, & Vision Coverage + Wellness Stipend
  • Commitment to Employee Wellness
Company Core Values
  • Lead with Humility
  • Embrace A Hospitality Mindset
  • Always Be Hungry
  • One Team
  • Stay Toasty
  • Driven with Purpose