Home Chef
Home Chef is a meal solution provider through online meal kit delivery service and in store.
Chicago, IL
Hybrid

Customer Experience Analyst

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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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What are Home Chef Perks + Benefits

Culture
Volunteer in local community
We offer volunteer days at The Greater Chicago Food Depository. Our Employee Resource Groups are actively engaged in volunteer events throughout the year.
Partners with nonprofits
Home Chef has partnerships with The Greater Chicago Food Depository and Feeding America.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Flexible work schedule
You know your schedule best!
Remote work program
Diversity
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
CookOUT (LGBTQ+), Black ERG, Parents Group, Women's Group and Home Chef DEI Council
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Home Chef hosts company outings Semi-annually.
Free daily meals
Weekly Fooda credit which equals to one company paid lunch per week .
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Happy hours are hosted at team's discretion.
Onsite office parking
Recreational clubs
Home-office stipend for remote employees
We are currently offering $50 per month to all remote employees to help pay for home office expenses
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Home Chef hosts lunch and learn meetings once per quarter.
Promote from within
Continuing education stipend
Paid industry certifications

Additional Perks + Benefits

We are always looking at new perks and benefits to offer to our employees.

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