Senior Business Analyst, Customer Journey Optimization

Wayfair; Boston (MA); On-site; USD 105,000 - 118,000; Full time

Job summary

Wayfair in Boston, MA is seeking a data-driven analyst to join the journey optimization team. The role focuses on building and executing data queries in Google BigQuery, creating dashboards, and partnering with stakeholders to drive process improvements and strategic initiatives.

You will translate complex analyses into actionable recommendations, present findings to leaders, and help shape the operational efficiency of Wayfair's customer service. On-site with hybrid pattern Mon-Thu in Boston.

Qualifications

• BA or BS in a quantitative field; MS in Business, Mathematics, or Analytics preferred, but not required.
• Advanced experience with Microsoft Excel or Google Sheets, SQL or GBQ, and data visualization tools such as Google Data Studio (Looker, Tableau, or PowerBI), python preferred.
• Intermediate understanding of statistics and how to interpret outputs across data science models.
• Strong written and verbal communication skills with ability to translate analyses into a business narrative.
• Affinity for working with data and cross-functional collaboration with demonstrated examples.
• Able to create clear visualizations to tell a business story from complex data.

Responsibilities

• Building and executing routine and ad hoc data queries in Google Big Query.
• Identifying inefficiencies in Wayfair processes and defining functional requirements to improve efficiency.
• Building and maintaining team dashboards (Google Sheets/Data Studio) to manage work prioritization.
• Managing schedule, implementation and performance of various process improvement projects.
• Consulting with stakeholders to build data requirements for opportunity exploration and strategic initiatives.
• Presenting data research and analysis results to leaders and stakeholders across the organization.
• Prioritizing, communicating and adjusting workload based on business needs.
• Developing and executing test objectives to ensure correct development of new features.

Skills

Excel/Sheets

SQL/GBQ

Data visualization

Python

Statistics interpretation

Communication

Education

BA or BS in a quantitative field

MS in Business/Mathematics/Analytics preferred

Tools

Google BigQuery

Google Data Studio

Looker

Tableau

Power BI

Google Sheets

Job description

Annual Base Pay: USD 104,500.00 - USD 118,250.00

At this time, Wayfair does not provide sponsorship for employment authorization for this position.

Must be ONSITE in Boston, MA (Monday-Thursday)

At Wayfair, we care about our customers! Our award-winning Customer Service (CS) 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 and any post-order inquiries, our team works to make it easier than ever to shop for the home.

The journey optimization team is the strategic engine behind our CS’s global mission to become “better than best in class”. Our goal is to optimize both customer and agent experience via continuous people, process, policy and tech improvements. Within the role, you will apply your leadership and quantitative skills in a highly collaborative environment to meet business-critical strategic and operational challenges head on. The team is highly collaborative and works across various business and tech functions within & outside the service organization. If you’re passionate about driving business impact by working alongside stakeholders, applying cutting‑edge techniques to inform complex operations decisions, and enjoy working in a dynamic, entrepreneurial environment, then this is the perfect role for you!

What You’ll Do

• Building and executing routine and ad hoc data queries in Google Big Query
• Identifying inefficiencies in the Wayfair processes and define functional requirements to improve efficiency
• Building and maintaining team dashboards (Google Sheets/Data Studio) to manage work prioritization
• Managing schedule, implementation and performance of a different range of process improvement projects
• Consulting with stakeholders to build comprehensive data requirements to support opportunity exploration, business plan development, and strategic initiative creation
• Presenting data research and analysis results with leaders and stakeholders throughout the organization
• Prioritizing, communicating, and pivoting workload based on business requirements
• Developing and executing test objectives to ensure the accurate development of new features from a business and functional perspective

What You’ll Need

• BA or BS in a quantitative field with a strong academic record; MS in Business, Mathematics, or Analytics preferred, but not required
• Advanced experience with Microsoft Excel or Google Sheets, SQL or GBQ, and data visualization tools such as Google Data Studio (Looker, Tableau, or PowerBI), python preferred
• Intermediate understanding of statistics and how to interpret different outputs across various data science models
• Passionate about tackling complex business problems including problem definition, analytical model building, and presentation of business insights to peers, stakeholders, and senior leadership
• Strong written and verbal communication skills including the ability to translate sophisticated analyses into a logical, convincing business narrative
• Affinity for working with data and resourcefulness in situations where clean data and/or complete information is not available or time to develop a solution is limited
• Cross-functional collaboration experience with demonstrated examples of business
• Adeptness at creating easy-to-understand visualizations to tell a business story based on complex data

An Important Note About Wayfair's In-Office Policy

All Boston-based interns, Co-ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Monday - Thursday, and work remotely Friday.

Assistance For Individuals With Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.

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 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, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at [e-mail].