Senior Data Analyst

Who You Are

As our Senior Data Analyst on the Customer Experience team, you will serve as the measurement and insights subject matter expert. As such, you should be passionate about the science of data analysis and excel at applying a narrative to data and presenting in story form. So if you have an analytical mind, creative spirit and curious appetite, and are looking for a great opportunity to generate measurable impact for the business in a high-visibility role - then this is the job for you!

Impact You Will Make Here

• Inform the Customer Experience (CX) team strategy by running various analysis like cohort tracking, conjoint analysis, modeling for propensity to buy and propensity to convert, patterns of escalation to CX, attribution analysis and using other advanced modeling techniques
• Work with CX and product teams to determine areas of impact that will reduce tickets per transaction, reduce customer wait times, and enable us to identify and target issues drivers for reduction, develop cross-channel measurement plans and KPIs to ensure results are measurable and actionable
• Drive our in depth analysis around customer behavior, retention and loyalty and determine it's impact on our topline revenue metrics.
• Develop CX operation insights to evaluate effectiveness and inform optimization and future go-to-market strategies and decisions
• Provide regular business critical reports on CX performance, ensuring consistency, accuracy and timeliness with actionable insights on learnings
• Assist with the buildout and refinement of critical business models (capacity planning, scheduling, productivity improvements)
• Support our New Services Introduction analytics to help prove our cost to serve and impact on scaling of new initiatives.
• Build and maintain scorecards to track CX operational efficiency as well as customer trends and retention financial impact

What You Bring To The Team

• Demonstrated ability business decisions based on advanced analytics
• Understanding of statistical and multivariate analysis to understand trends and correlations
• Experience using ETL, data analysis, and visualization tools including SQL, Tableau, Zendesk Explore, and MS Excel
• You go out of your way to level up those around you about the significance of data and usage of advanced data analytics in decision making
• Strong strategic mindset coupled with attention to detail
• Ability to consume research, connect seemingly disparate data points, and draw meaningful insights
• Understanding of analytic and storytelling approaches, and skilled at communicating across all levels
• Ability to support and manage multiple, overlapping projects
• Ability to build and maintain relationships across teams, departments, peers, and various levels of leadership
• A proven track record of driving strategic direction in aligned and actionable ways

What We Provide

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, TCGplayer & eBay offer a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Compensation

The pay range for this position at commencement of employment is expected in the range below.

$80,000 - $100,000

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.