Senior Customer Care Analyst, Toast

• The ideal candidate has a track record of delivering results in a fast-paced environment, excellent business judgment and is comfortable with owning work end-to-end
• They should have a demonstrated ability to break down complex problems, deliver recommendations, and have a critical eye for detail
• 4-6 years of experience in analytical roles
• Strong SQL skills and familiarity with building interactive dashboards in tools such as Looker or Tableau
• Experience analyzing large data sets and distilling to actionable insights
• Ability to flex between projects that balance speed to and depth of insight
• Strong data visualization skills - including ability to build quickly and accurately across different tools
• Data driven, customer centric, always curious, asking questions and anticipating challenges
• Demonstrated ability to apply business acumen to technical analytic approaches and outputs

Desirable

• As a Senior Customer Care Analyst, you will support the Care organization in getting behind the “Why” and the “How” of our customer interactions using a business-focused analytical skill set
• Our team is passionate about using data to better understand the customer experience and bringing insights to action
• This includes analyzing contact drivers and customer intents as well as our internal processes and policies for handling customers’ needs and pain points
• In this role, you will work in close partnership with our Care Operational Excellence team to inform and prioritize roadmaps as well as our Workforce Management and Agent teams to coordinate our use of data for driving action
• Success for our team is to be able to drive change through creative, data-driven thinking, influential storytelling, and a customer-centric mindset
• Proactively identifies insights using a strong business acumen and understanding of our stakeholders’ priorities
• Leads analysis efforts as data subject matter expert for new processes and tooling
• Uses a business-case mindset to understand ROI of proposed recommendations, key assumptions, and activities needed for success
• Communicates clearly, knowledgeably, and transparently with project stakeholders to build trusted relationships and enhance business outcomes
• Coordinates efforts between the Data Infrastructure and Operations teams to obtain new data sources and understand their value
• Looks for opportunities to both optimize and automate analyses and develop dashboards for more efficient identification of insights
• Demonstrates strong technical skills when connecting data sources, extracting data, and performing analysis