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Customer Experience Analyst

| Chicago
Home Chef is a rapidly growing meal kit delivery service, fueled by our customer-first mentality and incredible team. Our plant-based crew is the lifeblood of our organization, operating in a supportive environment that allows the workplace to feel like a home away from home. Our work product is a testament to what collaboration, heart, and hustle can accomplish when combined. If you’re ready to be part of the action, we’re ready to connect with you. There are no limits to where we can go together.
Home Chef is building new ways to navigate the booming meal kit delivery industry. Our team is a unique mix of creators, chefs, entrepreneurs, and trailblazers and we’re growing quickly. Our customer-first mentality, combined with a zest for supporting our peers, helped us bring home Built in Chicago’s Startup of the Year Moxie award in 2017. If you’re ready to be part of the action, we’re ready to connect with you. There are no limits to where we can go together.
At Home Chef we are dedicated to serving our customers and making sure they have the best experience with our product. The Customer Experience Analyst role is a data and tech orientated role to manage the data analytics, tools, automations, and reporting for our CX department. You will be working to support the day to day operations of the business as well as on multiple projects to build out new functionalities within the department. You will be working with various leads and managers within the department to identify opportunities as well as surfacing insights from our customer interactions across our broader organization.

Using data to answer key questions about our business (project based, examples below)

  • Build a tool to predict ticket volume by channel and time to feed into scheduling process
  • Analyze how our current credit and refund policies impact customer retention and identify areas of improvement
  • Conduct sentiment analysis of keywords used during written communication and push through changes to our communication scripts as necessary

Improve customer and team experience through better tech automations

  • Become an expert on the Zendesk API to create better workflows for our agents and better automations to serve our customers
  • Build out daily data ingestion process to get third party data from vendors into our data platform
  • Identify opportunities to automate some parts of the more manual communication processes that exist today (e.g. address verification)
  • Work with our Tech and Data teams as needed to productionalize any of these scripts or programs 

Data tracking and reporting

  • Design and maintain tracking tools to measure the performance of our department and teams
  • Train team members and managers in best practices on using and analyzing data
  • Set up system to better understand customer trends we are seeing across the organization and surface the appropriate ones
  • Collect feedback from internal and external stakeholders to build new types of tracking and reporting tools
  • Become an expert on our customer data to act as the point person for any customer-related data pulls that are needed for communication

Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability needed for this role. Reasonable accommodations may be made to enable individuals with disabilities.

  • Bachelor’s degree, preferably in quantitative field
  • 1-2 years working experience in a fast-paced data analysis role preferred
  • Excellent spreadsheet and data analysis skills (e.g Excel or Google Sheets)
  • Working knowledge of SQL and Python preferred
  • Strong communication and organization
  • Independent solution orientated thinker

Perks and benefits:- Candidates can experience Home Chef as a customer - enter promo code PEOPLE30 for $30 off your first order!- Medical, dental, vision, life and disability insurance available- Paid holidays, sick time and vacation time- 401k program - Flexible spending accounts for qualified medical, dependent care, parking, or transit expenses Home Chef is an equal employment opportunity employer

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • OptimizelyAnalytics
    • IllustratorDesign
    • SketchDesign

Location

Located in the iconic Wrigley building, our location offers the best of the Loop and River North. Close to transportation, restaurants & shops.
400 N. Michigan Ave, Chicago, IL 60611

What are Home Chef Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided

Additional Perks + Benefits

Direct access to senior management – our leadership team works alongside our team members every day. Flexible spending accounts for qualified medical, dependent care, parking, or transit expenses. Free water taxi, discounted gym membership, and daily bike storage for Wrigley building employees. Cold brew coffee on tap at no charge (Wrigley office location). Employee discounts for Home Chef meal kits. Candidates can experience Home Chef as a customer - enter promo code PEOPLE30 for $30 off your first order!

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