Online Experience Analyst

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• The CX Analyst plays a crucial role in delivering and enhancing a smooth digital customer experience by utilizing analysis, program execution, and testing assistance.

• This position collaborates closely with CX leadership, utilizing customer data, behavioral insights, and competitive analysis to pinpoint opportunities that enhance engagement, conversion, and customer satisfaction throughout the entire customer journey.

• Key focus areas include aiding in online content optimization efforts, overseeing customer-facing initiatives such as ratings & reviews, sampling campaigns, and contextual commerce, assisting with qualitative user studies and A/B testing, as well as maintaining important vendor relationships.

• This role provides exposure to cross-functional teams and evolving digital projects, offering the chance to develop foundational expertise in digital customer experience, analytics, and optimization, with an expanding scope over time. 10% of the role involves performing ad hoc reporting based on business needs and extracting relevant data from appropriate systems. 40% is dedicated to analyzing customer information (external data, internal research, site behaviors, post-transaction data) to uncover significant opportunities for enhancing the customer experience across categories. 25% focuses on executing system changes for promotional activities. The remaining 25% involves implementing taxonomy changes in the system necessary to support new onboarding and business transformations.

⛳️ Requirements

• Candidates must be at least eighteen years old.

• Must be legally authorized to work in the United States.

• Proven experience in managing multiple projects simultaneously across various groups, including UX design, creative, IT web development, and QA.

• Experienced in cross-collaboration within a fast-paced agile/scrum environment, working alongside site merchandising, web development engineers, and user experience design teams to deliver new customer features and experiences on schedule and within budget.

• Familiarity with identifying goals, metrics, and analytics to assess product value.

• Experience in conducting user research and testing to discern customer needs.

• Background in conducting competitive research and analysis.

• Practical experience with Adobe Analytics and/or ContentSquare.

• Familiarity with product and site review platforms such as Bazaarvoice, PowerReviews, Yotpo, Sitejabber, Trustpilot, or similar services.

• Understanding of A/B testing, personalization, and user research platforms like Dynamic Yield, Optimizely, User Testing, or equivalent tools.

• An analytical mindset capable of communicating insights from multiple data sources clearly and effectively.

• Possession of the knowledge, skills, and abilities typically gained through the completion of a bachelor's degree or an equivalent qualification in a relevant field of study.

🏝️ Benefits

• No travel required.

• Work in a comfortable indoor environment.