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 Billing & Credits Service Strategy team is the strategic engine behind CS’ mission to become “better than best in class”. Billing & Credits 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 in GBQ (SQL), Data Studio, analysis through Excel, Google Suite; Looker & Kibana are preferred skills
• 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