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