Senior BI Analyst

Role: Senior BI Analyst

Location: Ireland (Remote)

At Wayfair, our strong technology offerings help our customers find and order the perfect products for their needs, and it’s our award-winning, in-house customer service team that brings a human touch and empathy to help build brand trust and customer loyalty. Our Customer Service team has offices in Galway, Berlin and Virtual teams across the EU. Our focus is continuously innovating and improving to offer the Best in Class Customer Experience.

The Senior BI Analyst will play a key role on the development of the Customer Service Quality Index (CSQI) metric which is used to improve service excellence and overall customer experience. You will be part of a team ensuring current quality standards are driving the desired outcomes and continuously looking at innovative ways to improve our CSQI framework for scalability. To be successful, you should demonstrate the ability to balance excellent analytical and technical skills while clearly driving communication and collaboration with other key partners. As a member of the Embed team, you will also have the opportunity to leverage your passion for data science to create high impact solutions.

What You'll Do

• Analyse and extract relevant information from large amounts of both structured and unstructured data to help automate and optimize key processes making high impact recommendations to improve CSQI and other KPI’s/Service Levels
• Develop data visualizations, including reports, dashboards, and analyses to distribute for CSQI data insights in an easily digestible manner
• Participate in strategic and tactical planning discussions
• Communicate complex analysis and insights to stakeholders and business leaders, both verbally and in writing/presentations
• Design, develop and maintain scaled, automated, user-friendly systems, reports, dashboards that will support Wayfair Customer Service
• Work with cross functional stakeholders to evaluate the incoming CSQI requests, assess impact of those initiatives, prioritize the work for the team and drive implementation
• Support the continuous evaluation of current quality processes and behaviours against impact on key contact centre KPIs such as CSAT, AHT and Resolution, guiding recommendations and direction of change
• Prepare and deliver CSQI requirements reviews to the senior management team regarding progress and roadblocks

What You'll Need

• Bachelor’s or Master’s in Computer Science, Computer Engineering, Analytics, Mathematics, Statistics, Information Systems, Economics, Management or other quantitative discipline field with strong academic record
• 5+ years of relevant professional experience in analytics, business intelligence, or project management roles
• Experience managing multiple competing priorities and projects in a fast-paced environment
• Strong technical aptitude and business acumen with demonstrated experience leveraging data from a multitude of sources to solve complex problems, tell a story and impact the overarching strategy
• Willing to drive new initiatives and ability to drive multiple threads of work to completion
• Proficient knowledge in using TSQL, GCP, GBQ, Excel VBA, R, Python or other languages
• Hands-on experience conducting quantitative analyses and advanced analytical skills and technical proficiency in tools such as BigQuery, Data Studio, Looker, Excel and a demonstrated ability to learn new technologies
• Experience working within large datasets and passionate about solving complex business problems
• Confident at challenging the status quo, both influencing and challenging decisions at a senior management level
• Ability to work to deadlines with good prioritisation, planning and organisational skills who thrives in a dynamic, fast-paced data driven environment

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.