Customer Experience Analyst

About the role

The SimpliSafe CX Analytics team is looking for a Senior Analyst to co-own performance for our rapidly growing Telesales and Loyalty channels. This role is crucial for setting the strategy that determines whether these channels succeed.

Responsibilities

• Own the full KPI lifecycle for Telesales and Loyalty performance: define the right KPIs at the channel and agent level, build and maintain the forecasts for them, and develop a deep understanding of what drives them
• Originate and lead experimentation aimed at beating those forecasts — partnering with the business to identify test ideas and ensuring rigorous setup and measurement so the business can trust the read
• Get close enough to the operation — the agents, the workflows, the day-to-day realities of Telesales and Loyalty — to spot risks and opportunities Operations can’t see from the inside, and bring recommendations to leadership before they ask
• Share accountability with Operational leadership for the business results, not just the integrity of the analysis — success is measured by whether Telesales and Loyalty performance improves, not just whether the reporting is right
• Serve as data steward for the datasets underlying these KPIs, and use AI tools and automation to eliminate as much manual reporting and one-off analysis as possible — reinvesting that time into the work above

Qualifications

• BS in a quantitative field or equivalent experience (Computer Science, Statistics, Mathematics, Operations Research, Mechanical Engineering, Physics, or related field)
• 5+ years of equivalent experience, or Masters + 3 years
• Strong technical skills, including experience with query and data visualization tools. SQL and Excel are core requirements; experience with Tableau, Hex, or programming languages (Python, R, etc.) is a plus
• Track record of proposing ideas and driving them to business impact, not just delivering requested analysis — comfortable being judged on whether the business outcome moved, not only on whether the work was correct
• Experience designing and running experiments or pilots — including forming the hypothesis, not just measuring someone else's
• Strong analytical and creative problem-solving skills, with extreme attention to detail and the ability to work collaboratively in a dynamic, cross-functional environment
• Excellent communication skills, with the ability to synthesize concepts for non-technical audiences and effectively engage partners across all levels of the company
• Genuine interest in learning how a complex operation runs day-to-day — willing to spend real time with Ops and agents, not just their data — in order to identify the question behind the question
• Experience supporting contact center operations is a plus

Values You'll Share

• Customer Obsessed
• Aim High
• No Ego
• One Team
• Lift As We Climb
• Lean & Nimble

What We Offer

• A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
• A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families
• Free SimpliSafe system and professional monitoring for your home
• Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change

Pay

The target annual base pay range for this role is $65,000 to $87,500. This target annual base pay range represents our good-faith estimate of what we expect to pay for this role. We use a market-based compensation approach to set our target annual base pay ranges and make adjustments annually. We carefully tailor individual compensation packages, including base pay, taking into consideration employees' job-related skills, experience, qualifications, work location, and other relevant business factors.