Data Analyst-Member Experience

About the role and about You:

As our Data Analyst-Member Experience, you will partner with the Community Support Team at a very exciting point in Zwift’s growth. You will be responsible for developing a deep understanding of Support tools and data sets, and connecting this data to other sources of customer behavior and insights available across the business. The ideal person will possess an insatiable curiosity about the insights in our data, and be able to tell compelling stories to surface opportunities for the Community Support, Product and Marketing teams to improve end-to-end customer experience.  If this is you, and the thought of working for a company that blends fitness with the fun of video games sounds amazing, then please apply straight away.

What you’ll do:

• Partner with the Community Support team to build and deliver a data, insights and analytics roadmap
• Become an expert in Support tools, KPIs and data and keep informed on emerging trends in this space
• Develop new datasets, tools and reports to connect customer data from across the organization into a single source of truth
• Combine qualitative and quantitative from multiple sources (e.g., support, research, game, app, web, ecommerce) to proactively spot emerging trends and surface customer insights relating to the end-to-end customer experience
• Surface opportunities to optimize support, product and marketing experiences, and build influential relationships with key stakeholders to ensure that opportunities are acted on

What we’re looking for: 

• 3+ years of experience in data and analytics roles supporting customer success organizations, ideally in the context of a subscription or e-commerce business
• Experience working with data engineering and QA engineers/analysts to define new data requirements, test implementations, streamline data operations and drive data governance
• Experience with synthesizing large scale data sets to generate insights and recommendations
• Skilled in the use of Excel, SQL and data visualization tools such as Periscope, Amplitude, Tableau
• Familiarity working with CS tools such as Kustomer, Solvvy, and Delighted
• Demonstrated passion for solving customer problems and promoting customer-centric decision making in businesses
• Confident communication skills, with the ability to clearly articulate insights to a wide range of audiences

Bonus points: 

• Familiarity with survey research methods and studies such as Voice of the Customer, Net Promoter Score, Customer Effort Score
• Familiarity with e-commerce operations and platforms such as BigCommerce
• Passion for cycling, running, triathlons and/or experienced Zwifter

How to stand out among the rest:

Your resume/CV is enough to show off your skills, accomplishments, and experience. However, if you choose to include a cover letter introducing us to your awesome personality, we will read that too.

Values:

Of course, we are nothing without our values. Our values ground us. They ensure we run and build a company where people love to work, feel like they are welcomed, included, and belong.  Only then can they thrive and do their best work.  The values we strive to live every day are:

• Make It Fun
• Elevate Teammates
• Cultivate Our Community
• Always Level Up
• One Zwift for All