Senior Analyst, Customer Journey Optimization

Must be onsite in Boston, MA (Monday-Thursday)

At this time, Wayfair does not provide sponsorship for employment authorization for this position.

At Wayfair, we care deeply about our customers. Our award-winning Customer Service (CS) team combines cutting-edge technology with genuine human empathy to build trust and loyalty. From the moment a customer places an order through delivery and any post-order needs, our team makes shopping for the home simple, seamless, and reliable.

The Journey Optimization team serves as the strategic engine behind CS’s global mission to be “better than best in class.” We focus on optimizing both customer and agent experiences through continuous improvements in people, process, policy, and technology. In this role, you’ll apply your leadership and quantitative skills in a highly collaborative environment to tackle business‑critical challenges head‑on. The team partners closely across functions within and beyond Service, making collaboration a cornerstone of our success.

If you’re excited about driving business impact, working alongside stakeholders, applying advanced analytical techniques, and thriving in a dynamic, entrepreneurial environment, this is the role for you.

• Translate complex business problems into actionable work streams through data‑driven modeling and analysis.
• Conduct deep dives to identify customer and agent pain points and uncover opportunities for improvement.
• Stay current on industry trends, competitor strategies, and product innovations to benchmark and elevate Wayfair Service.
• Partner with cross‑functional stakeholders to design and implement initiatives that enhance Customer Service operations.
• Lead multiple high‑impact projects from inception to completion.
• Present clear, actionable recommendations to stakeholders and senior leadership.
• Proactively identify and drive process, policy, and business improvements that deliver measurable impact.
• Analyze large, complex datasets; develop decision models; and generate insights to guide strategic decisions.
• Build models to quantify the impact of proposed solutions or new ideas.
• Create compelling visualizations, dashboards, and reports to translate insights into accessible narratives.
• Continuously improve analysis processes to keep pace with Wayfair’s rapid growth and evolving needs.

• BA/BS in a quantitative field with a strong academic record; MS in Business, Mathematics, or Analytics preferred.
• Passion for solving complex business challenges, from problem definition to analysis to storytelling.
• Strong written and verbal communication skills, with the ability to translate sophisticated analyses into clear, persuasive business narratives.
• Comfort working with incomplete or imperfect data, demonstrating resourcefulness and creativity in problem‑solving.
• Proven experience collaborating across functions to deliver measurable business impact.
• Advanced experience with Microsoft Excel or Google Sheets, SQL or GBQ, and data visualization tools such as Google Data Studio (Looker, Tableau, or Power
  
  BI); familiarity with Python is a plus.
• Skill in developing intuitive, business‑focused visualizations and dashboards.
• Working knowledge of statistics and the ability to interpret outputs across diverse data science models.

All Boston‑based interns, co‑ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Monday‑Thursday, and work remotely Friday.

At this time, Wayfair does not provide sponsorship for employment authorization for this position.

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview…