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Customer Experience Analyst
Confirmed live in the last 24 hours
Dorchester, Boston, MA, USA
Experience Level
Desired Skills
Customer Service
Data Analysis
  • ? (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
  • 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

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.
  • 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