| Location | Boston, MA |
Senior Analyst, Post-Order Communication Journey (POCJ)
Must be ONSITE in Boston, MA (Monday-Thursday)
At this time, Wayfair does not provide sponsorship for employment authorization for this position.
At Wayfair, we care about our customers! Our award-winning Customer Service (CS) team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home and any post-order inquiries, our team works to make it easier than ever to shop for the home.
Post-Order Communication Journey (POCJ) team, uses data and customer insights to improve post-order communications and experiences. This role will partner across Technology, Operations, Marketing, and Product to identify customer pain points, improve communication effectiveness, and drive measurable improvements to customer experience and operational efficiency.
What You'll Do
Analyze operational, order, scan, and contact-level data to identify customer pain points and communication opportunities.
Conduct root-cause analyses, quantify customer impact, and translate findings into actionable business and technical requirements.
Build and maintain dashboards to monitor POCJ performance, communication effectiveness, follow-on contacts, and customer feedback.
Partner with Analytics to design and evaluate A/B tests and pre/post analyses.
Support QA of new POCJ launches and identify gaps in communication triggers, send/suppression logic, and dynamic content.
Independently manage initiatives from discovery and opportunity sizing through execution and impact measurement.
Partner cross-functionally with Tech, Ops, Marketing, and Product to execute customer journey improvements.
Develop subject matter expertise in POCJ systems and complex customer journeys.
Lead issue and bug triage, partnering with stakeholders to identify root causes and drive resolution.
What You'll Need
BA or BS in Business, Analytics, Economics, Mathematics, Engineering, or a related field, or equivalent practical experience.
Strong proficiency in SQL/Google BigQuery and Excel/Google Sheets.
Leverage AI tools to accelerate POCJ deep dives, synthesize customer feedback, identify communication gaps and patterns, support QA, and improve the speed of analysis and execution.
Strong analytical and problem-solving skills with the ability to synthesize complex, multi-source data.
Experience translating analytical findings into clear business recommendations and requirements.
Ability to independently navigate ambiguous problems and drive work forward across multiple stakeholders.
Strong written and verbal communication skills, including the ability to clearly communicate insights to technical and non-technical audiences.
Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
Experience with A/B testing, pre/post measurement, or Python is a plus.
An Important Note About Wayfairs In-Office Policy
All Boston-based corporate employees work in a hybrid capacity, with designated in-office days Monday through Thursday and remote work on Friday.
Assistance for Individuals with Disabilities
Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.
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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 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, genetic information, or any other legally protected characteristic.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.