ABOUT US

We build tools for 100+ brands and retailers in the e-commerce space that help them offer free two-day shipping, same-day delivery, and product expansion into new marketplaces -- keeping them several steps ahead of the curve in a rapidly changing industry.

We are a purpose and culture driven organization that prides ourselves on connectivity, equality, diversity and inclusion. We are committed to our people as a service-oriented company as our people are at the heart of everything we do.

We are Headquartered in Chicago, with offices in New York, Conshohocken, PA (Philly area), and Krakow, Poland and we operate as a subsidiary of FedEx Services.  Though we're working remotely currently, we do plan to return to a hybrid schedule in 2022, so candidates local to Chicago are preferred.  Unfortunately, visa sponsorship is not being offered for this role.  

ABOUT THE ROLE

ShopRunner’s SaaS products support online shoppers, retailers, and payment partners to improve shopping and shipping experiences.  Every week, we track more than a billion interactions with shoppers across our network of merchants. Our analytics team uses this data to help make decisions about the effectiveness of our services to retailers and consumers.

The analyst, reporting to the Customer Journey Analytics Manager, will become the owner and key developer of ShopRunner customer segmentation.  Day-to-day, the analyst will utilize their sharp analytical skills and exercise a creative lense to drive new hypotheses about the customer.  The analyst should be comfortable regularly communicating with internal and potentially external stakeholders around segmentation findings. Additionally, the analyst should be comfortable with ambiguity, with the willingness to deep dive into the unknown and present findings even when there are limitations within the data.  Long term, the analyst should have an iterative mind set with an eye for optimization and improvement of customer segmentation.  Additionally, they should be able to think beyond the day-to-day and understand how customer segmentation fits into the overall ShopRunner customer journey.

This role reports to the Customer Journey Analytics Manager and works day-to-day as part of a large, cross-functional team.  

WHAT YOU’LL DO

• Leverage membership data, behavioral data along with 3rd party data to create actionable consumer segments that will be operationalized and improved over time.
• Build reporting and/or dashboards that tracks customer segments to understand how customer segment behavior changes over time and identify channels and/or levers driving positive and negative trends.
• Ideate and develop A/B and/or MV tests that will inform hypotheses around customer segmentation.  
• Use test findings to develop recommendations on how we should better engage, retain, and drive value for customer segments.
• Present findings on customer segmentation to marketing and partner success teams.  Use feedback from internal terms to further develop customer segmentation.
• Assist in the development of the Consumer Insights Platform through aggregating data from disparate data sources.

WHAT WE’RE LOOKING FOR

Required:

• 4+ years of data analyst experience at a consumer facing company.
• BS or equivalent experience in a technical field like Marketing Analytics, Computer Science, Engineering, Mathematics, Statistics.
• Fluent with complex SQL queries on millions of rows (joins, subqueries, window functions).
• Experience in employing customer segmentation techniques as well as working with email and customer interaction data.
• Experience with data visualization tools, like Looker, Tableau, or Power BI (we use Looker).
• Willingness to programmatically clean messy data sets (deduping, string parsing, JSON and XML parsing) 
• Experience in developing hypotheses and building A/B test requirements that would help inform hypotheses.  
• Experience in communicating data findings to internal/external stakeholders and explaining analyses to stakeholders who are not as data savvy.  
• Confidence to share the limitations of your analysis when the data isn’t perfect.
• Advanced Excel proficiency (you should be comfortable with pivot tables and lookups to summarize results).

Preferred:

• Experience with ecommerce and web data.
• Familiarity with statistical techniques that pertain to segmentation, targeting, and A/B testing.
• Basic understanding of prediction and personalization algorithms (e.g. purchase and churn propensity models, product recommendations).  This role will not build production models, but it will help if you understand how those models generally operate in connection to CRM and testing initiatives.
• Experience setting up processes to monitor datasets for anomalies.

We want you to bring your whole human self to work every single day. We accept you for who you are and consider everyone on an equal opportunity basis without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.