Senior Analyst, Customer Experience

The role:

Minted is seeking a Senior Analyst, Customer Experience who will be at the forefront of improving Minted’s customer experience, sharing customer insights across the company and serving as a key leader for our holiday crisis management team. The Senior Analyst in this role will bring great enthusiasm for conducting both in-depth and ad hoc analyses; monitoring trends; creating mechanisms to monitor team performance; and closely understanding business processes and internal technologies that we use to optimize customer experience. 

Reporting to the Director, Customer Operations and a dotted line to our VP of Analytics, the ideal candidate for this role will be able to nimbly and effectively analyze customer data from disparate sources to validate critical hypotheses in support of a continuously improving customer experience. Our ideal team member is comfortable thinking through and solving problems on their own, but also communicates exceptionally well with others and in group settings, interested in the opportunity to influence and inform senior leaders’ decisions in a way that drives meaningful results for Minted.

The Senior Analyst will not only design and build mechanisms for sharing operational and customer insights with cross-functional groups across Business Operations, Marketing, Public Relations, and Product Management, but will also have the extremely critical role running daily analysis to proactively create solutions to customer-impacting challenges during the holiday season, Minted’s highest volume time of year. Candidates for this role must be experts at using Google sheets and Excel to create clear, organized, insightful, and attractive data visualizations that compliment their detailed analyses. 

This is a contract position, with the potential of becoming permanent.

You will:

• Conduct new and recurring analysis of operational performance and customer trends, working seamlessly with Customer Operations leadership to create a unified view of customer experience that can be used to improve performance and address customer pain points

• Prepare extensive, insightful, and attractive regular & ad hoc reports, and presentations, responding to information requests as well as proactively drawing insights about customer operations, insights, and experience that will support business priorities

• Generate ad hoc and crisis analysis during the holiday season, including financial modeling and associated action plans; create queries, compile an organized financial model, produce multiple scenarios, and present to cross-functional leadership teams

• Own the daily data analysis required to proactively address customer order delays and other crises during our peak season, following existing processes and proposing new ways to optimize the existing process; this will require a combination of SQL and Google sheets analysis and cross-functional coordination

• Design and oversee detailed A/B tests to determine efficacy of certain processes, including those in place during our peak season

• Use highly effective communication skills and ask great questions to understand Customer Operations and other cross-functional needs and how we can leverage data to track and identify pain points in our customer experience

• Gain and maintain a mastery level of Minted’s customer experience, including Customer Operations processes and tools

• Be comfortable in a scrappy, high growth environment and working with changing priorities

You are:

• Extremely Analytical: You’re able to analyze data and information to back up customer-impacting trends that the team is experiencing and to make timely recommendations for process improvement. You bring solutions to the table based on thorough analysis.

• A Gsheets whiz: You are VERY savvy in Google sheets and Excel, including attractive visualizations that help your stakeholders understand the story behind the data you have analyzed.

• Customer-obsessed: You work with the customer in mind. Your #1 objective is to improve the customer experience, while balancing cost and other considerations.

• Collaborative: You have strong leadership skills and you know how to challenge the team to be their best while also working with them to hear their feedback and be approachable, genuine, encouraging, and empathetic

• Organized: Able to multitask and stay focused in a fast-paced environment with changing priorities; experienced creating clear project plans and driving improvements

• Focused on improvement: Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals

• Professional: Dependable, courteous, with a strong work ethic

• Flexible and a fast learner: Willing to pivot and support the team, even on weekends when business need requires

You have:

• A Bachelor’s degree

• 5+ yrs. of relevant work experience in data analysis or an analytical role

• Experience with retail or e-commerce preferred

• Strong proficiency in SQL, Google sheets, and Excel; hands on experience leveraging BI platforms like Looker or Tableau

• Great attention to detail and you think like an owner, determined at every level to get the hard work done

• Strong data literacy; able to turn data into actionable insights and recommendations, and you make that data digestible and easy for stakeholders to understand

• High sense of urgency and drive

• Self-motivation, with the ability to work autonomously without a lot of direction

• Salesforce knowledge and love of design a plus

About Minted:

Minted is a design platform bringing the best in independent design to consumers everywhere. The company's art, stationery, and textiles products have reached over 75 million homes worldwide.

Minted uses technology to bring unique, best-selling design to market at scale. Using its crowdsourcing technology, consumers are empowered to vote for the designs they love and want to see sold, ensuring that Minted always sells continuously fresh and trend-forward product. The winning designs are manufactured by Minted, enabling artists from around the world to share and sell their work while letting Minted do the rest. Since launch in 2007, the company has expanded to serve consumers in new categories including wall art, textiles, digital content and home decor, as well as serve major retailers and consumer products brands with data-backed design through licensing and wholesale partnerships. 

Minted is headquartered in San Francisco, CA and currently employs 350+ full-time employees plus additional temporary workers during the holiday season. The company has raised over $300M from top-tier investors including Benchmark Capital, T. Rowe Price, Permira, Ridge Ventures, Technology Crossover Ventures, and Norwest Venture Partners.  Angel investors include Marissa Mayer, Jeremy Stoppelman, Julia & Kevin Hartz, Yishan Wong, and more.

Minted is an Equal Opportunity Employer committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities and perspectives and will consider all qualified applicants for employment in accordance with all state, local, and federal laws. Minted participates in the E-verify program.