Senior Analyst, Service Experience Optimization

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

📋 Description

• Assist in developing service strategies and innovation initiatives within our Operations and Supply Chain division.

• Recognize unmet needs of customers and partners, assess new service opportunities, and formulate concepts to enhance customer experience while minimizing service costs.

• Oversee comprehensive innovation workstreams, converting initial insights into prioritized opportunities, pilot projects, and execution plans.

• Collaborate closely with cross-functional stakeholders to define problems, create hypotheses, weigh tradeoffs, and transform findings into clear, actionable recommendations.

⛳️ Requirements

• A Bachelor’s degree (BA/BS) is mandatory; an advanced degree is preferred.

• More than 5 years of experience in consulting, strategy, business operations, customer experience, service design, product operations, or a similar field.

• Demonstrated capability to lead intricate, cross-functional projects from concept to execution.

• Strong experience in structuring analyses, assessing tradeoffs, and formulating practical, data-driven recommendations with significant business impact.

• Exceptional written and verbal communication skills, including the ability to create clear, executive-ready presentations and narratives.

• Advanced skills in Microsoft Excel, encompassing modeling, scenario analysis, advanced formulas, and manipulation of large datasets.

• Solid working knowledge of SQL for complex queries, data extraction, and validation.

• Experience with data visualization tools (e.g., Tableau, Power BI) to effectively convey insights.

• Familiarity with Python or comparable tools for data analysis, automation, or exploratory analysis.

• Strong comprehension of end-to-end customer journey analytics, innovation metrics, and performance measurement frameworks.

• Experience in applying innovation and design methodologies.

• Ability to synthesize qualitative insights and quantitative data into clear, actionable recommendations.

🏝️ Benefits

• Medical, dental, and vision coverage with network options and the opportunity to contribute to a savings account (HSA or FSA).

• Up to a 4% company match on your 401(k) and contributions to your company-sponsored pension plan.

• A monthly budget of $75 to prioritize your physical wellbeing.

• An $80 monthly stipend to help cover connectivity costs.

• Mental health resources that include free one-on-one therapy, coaching sessions, and digital resources.

• Supportive leave policies.

• A Flexible Time Off Policy in addition to 9 Company Holidays.

• Tuition reimbursement of up to $5,250 per year to support your personal educational advancement goals.

• Hybrid work arrangements with regular investment in team gatherings and offsite events.

• A variety of corporate perks and discounts.