Job description
Who We Are
The Create team leverages a creative approach and quantitative skills to answer high-level business and strategy questions that impact the customer experience in order to create the best possible customer experience through designing journeys that provide the highest level of care. This team is highly cross-functional and highly visible to senior leadership, solving the most complex problems from any part of the operations. The Create team is an internal team that acts as a lighthouse for the wider business, that seeks to make improvements by shining the light on the true customer experience, learning from the good and the bad and driving change through people allocation, processes, and technology. The team is cross-functional in their approach, working with teams such as R&D, Transportation & Logistics, Warehouse Operations & Inventory Positioning, etc. in order to drive impactful change that benefits the customer.
What You'll Do
- Analyze inbound call/email/chat data and conduct user research to root cause customer pain points.
- Identify and quantify opportunities with customer anxiety relating to the Delivery Process.
- Conduct end-to-end process analysis that includes data gathering and requirements specification, processing, analysis and advocating for changes to continually improve our employee,customer & supplier experience.
- You will interact cross-functionally with a wide variety of people and teams and work closely with subject matter experts to identify opportunities and improvements to internal tools and innovating our approach.
- Provide performance transparency by building performance dashboards (i.e. Data Studio, Looker, Connected Sheets etc.)
- Develop data visualizations, including reports, dashboards, and analyses to distribute data insights in an easily digestible manner to all relevant stakeholders and integration partners.
- Collaborate in the development of the workstream roadmap and recommend improvements by analyzing data and identifying the most impactful ways for data and analytics to drive decision making and accelerate profitable growth.
- Solve difficult, non-routine analysis problems with deep customer and supplier focus, applying advanced analytical methods as needed.
- You will define and measure success of strategic initiatives and process improvements and ensure strategic goals are met using a systematic, analytical approach.
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What You'll Need
- 3+ years of diverse business operations experience working in a cross-functional, global team setting.
- Strong technical aptitude and business acumen with demonstrated experience leveraging data from a multitude of sources to solve complex problems, tell a story and impact the overarching strategy.
- Strong verbal and written communication skills
- Proficient knowledge in using TSQL, GCP, GBQ, Excel VBA, R, Python or other languages
- Hands-on experience conducting quantitative analyses and advanced analytical skills and technical proficiency in tools such as BigQuery, Data Studio, Looker, Excel and a demonstrated ability to learn new technologies
- Bachelor’s or Master’s in Computer Science, Computer Engineering, Analytics, Mathematics, Statistics, Information Systems, Economics, Management or other quantitative discipline field with strong academic record.
- Possess an affinity for data, and resourcefulness in obtaining data when clean and or complete information is not available
- Demonstrated ability to partner with business leaders, understand the business requirements, and deliver creative, strategic solutions
- Proven success working within operational teams and their adjustments to change.
- Strong analytics experience and ability to create process improvements surrounding large data sets.
- A critical thinker; someone who looks to data for answers and opportunities.
- You will be quantitatively-oriented, endlessly curious, and thrive in a fast-paced and collaborative environment.
- You will have a strong focus on the customer experience.
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.
