Experienced Remote CX Data Analyst II – Customer Experience Data Analysis and Strategic Partnership

Introduction to SimpliSafe

We are SimpliSafe, a pioneering high-tech home security company driven by a mission to protect the life you've built and keep every home secure. Our culture is built on collaboration, innovation, and a deep passion for our work. We believe in creating a workplace where talented individuals can grow, thrive, and make a significant impact on the lives of our customers. At SimpliSafe, we don't just want you to work with us; we want you to find your next challenge and achieve big opportunities.

About Our Hybrid Work Model

We've adopted a hybrid work model that allows our teams to split their time between the office and home. This model enables us to come together in person on core days, typically Tuesday, Wednesday, or Thursday, and work remotely for the rest of the week. We believe this flexibility allows us to leverage the best of both worlds, enhancing our productivity and work-life balance.

Why We're Hiring

We're growing and thriving, and we need talented, humble, and smart individuals who share our values to join us in disrupting the home security space. As a CX Data Analyst II, you will play a critical role in supporting our Customer Operations team and influencing our customer servicing efforts, including technical support, back office, and agent help desk.

Job Overview

In this role, you will have the opportunity to own the full lifecycle of data analysis, reporting, and strategic partnership with Operational leadership. You will collaborate with various teams, including analysts, engineers, and operational leaders, to understand and leverage existing data sources, develop new data sources, and conduct cross-functional analysis. Your work will have a direct impact on Customer Service performance and the company's overall business success.

Key Responsibilities

• Data Analysis and Reporting: Sift through raw data, partnering with technical and non-technical teams, to create structured, high-quality data assets that support analysis and reporting.
• Optimization Opportunities: Organize and mine datasets to identify drivers of loyalty performance at both the channel and agent level, recognizing optimization opportunities.
• Agent Performance Metrics: Develop metrics to support agent performance, driving maximum impact and leading analytics efforts to create standardized KPIs, reports, and executive dashboards.
• Strategic Partnership: Act as a strategic thought partner with Customer Service team leaders, proactively sharing insights and emerging issues, and making strategic recommendations to inform business decisions.
• Measurement Frameworks: Lead the development of measurement frameworks for pilots and experimentation within the channel, advising on the success of tactics and identifying areas for improvement.

Essential Qualifications

• Education: Bachelor's degree in a quantitative field or equivalent experience (Analytics, Computer Science, Statistics, Mathematics, Operations Research, Engineering, or related field).
• Experience: 5+ years of equivalent experience or Master's degree with 3+ years of experience.
• Technical Skills: Strong technical skills, including experience with query and data visualization tools, such as SQL, Excel, and a BI tool (Tableau preferred).
• Analytical and Problem-Solving Skills: Strong analytical and creative problem-solving skills, with the ability to work collaboratively in a dynamic, cross-functional environment.
• Communication Skills: Excellent communication skills, with the ability to synthesize complex concepts for non-technical audiences and effectively engage partners across all levels of the company.

Preferred Qualifications

• Experience with Coffee Development: Experience with coffee development using git repos is a plus.
• Familiarity with Tableau: Familiarity with Tableau is preferred, but not required.
• Advanced Degree: A Master's degree in a quantitative field is preferred, but not required.

Skills and Competencies

• Attention to Detail: Extreme attention to detail, with the ability to work collaboratively in a dynamic, cross-functional environment.
• Independence and Collaboration: Ability to work independently and collaboratively, going beyond the question asked to proactively understand the question behind the question and create/structure your own analysis plan.
• Strategic Thinking: Strong strategic thinking skills, with the ability to make strategic recommendations and inform business decisions.

Career Growth Opportunities and Learning Benefits

At SimpliSafe, we're committed to helping our employees grow and thrive in their careers. As a CX Data Analyst II, you'll have access to training and development opportunities, mentorship, and a collaborative work environment that encourages learning and innovation. You'll be part of a dynamic team that values diversity, equity, and inclusion, and you'll have the opportunity to make a significant impact on the company's success.

Work Environment and Company Culture

Our company culture is built on a set of core values that guide our behavior and decision-making. We're customer-obsessed, always aiming high, and maintaining a no-ego attitude. We believe in taking a highly collaborative approach to achieving success, lifting each other up, and working with agility and efficiency to experiment in an often ambiguous environment. We're committed to creating a workplace where everyone feels welcome, included, and valued.

Compensation, Perks, and Benefits

We offer a competitive salary and a comprehensive benefits package, including health insurance, retirement savings, and paid time off. We also provide a range of perks, including flexible work arrangements, professional development opportunities, and access to the latest technology and tools. We believe in recognizing and rewarding our employees' hard work and contributions to the company's success.

Conclusion

If you're a motivated and talented individual who is passionate about data analysis and customer experience, we encourage you to apply for this exciting opportunity. As a CX Data Analyst II at SimpliSafe, you'll have the chance to make a significant impact on the company's success, grow and develop your skills, and be part of a dynamic and collaborative team. Don't miss out on this opportunity to join our team and help us keep every home secure. Apply now and take the first step towards an exciting and rewarding career with SimpliSafe!