Senior Data Analyst, Customer Experience

The Farmer's Dog is hiring a Senior Data Analyst, Customer Experience with 3 - 5 years of experience. Based in United States - New York, NY and with Hybrid ways of working.

Job description and responsibilities: We have big ambitions, our mission is to give dog lovers true peace of mind by helping them do the best for their dogs – this will require us to completely reimagine how we care for our dogs and drive meaningful shifts in an industry that is desperate for change.

That’s why we’re looking for an experienced Sr Data Analyst I to holistically improve the way we build our strategy for our Customer Experience (CX) department. The analytics function at TFD masters experimentation, exploratory data analysis, and performance reporting to understand our customers and our business and make actionable recommendations. You’ll have the opportunity to take the foundation we have in place today and evolve it to new heights to help create a world class customer service department.

You’ll be responsible for bringing expertise in these analytics skill areas to identify new opportunities to improve how we support our customers, understand the performance of new initiatives, and inform the decision making for this department. In this role, you will be collaborating closely with not just the Customer Experience department, but Product & Engineering, Operations, Lifecycle, Finance, etc. to develop our strategy for how to provide the best experience for our customers.

This is an opportunity to take ownership of an area in the company that is ready for innovation in measurement strategy and analytics. You’ll have real ownership over improving our customers’ lives (and the lives of their four-legged companions!), while making a foundational impact on our growth efforts and empowering our internal teams.

How You'll Make An Impact

• Partner closely with business stakeholders (CX, Product & Engineering, Operations, Lifecycle, Finance, etc.) to identify and unlock opportunities for growth - with focus on improving customer retention, product adoption, revenue generation, and thoughtfully planned execution

• Translate complex business questions into concrete learning objectives and data solutions

• Help stakeholders prioritize initiatives, and measure these initiatives' impact on cohort retention, revenue generation, cost and efficiency

• Design sophisticated, cross functional experiments and help build up our arsenal of tools and best practices for experimentation along the way

• Empower our cross functional stakeholders with access to data, through actionable dashboards and reports as well as training on how to use our BI tooling to answer questions on their own

• Strike the balance between maintaining high standards of analytical work and delivering value iteratively

Requirements and qualifications: We're Excited About You Because

• 3-8+ years of experience in Consulting, or Analytics at a consumer company.

• Experience in customer support (either directly, or as analytics support for these functions)

• Expert-level analytical skills and a proven track record of using data to drive customer-facing impact and business results

• Strong SQL skills and a deep understanding of relational databases and how to leverage a wide-variety of data structures to drive insights and power customer-facing communications.

• Strong reporting and data visualization skills, and experience in guiding data interpretation with varied audiences (from tactical contributors like capacity planners and program managers, to highly data literate executives)

• A/B testing and statistical fundamentals and experience

• Ability to translate business needs into technical requirements for Data Science, Data Engineering and Analytics functions

• Bonus points for familiarity with:

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• Looker and writing LookML

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• Developing transformation logic in DBT

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• Predictive LTV modeling

About The Growth Team

We have five principles that describe our approach:

• Holistic thinking: We know that nothing exists in a silo.

• Disciplined prioritization: We need to bring perspective, clarity and guidance to the team.

• Data-driven decision-making: We use first principles and are skeptical. We establish context.

• Proactive collaboration: We build vast common knowledge and encourage synchronous, streamlined work from our colleagues and diversity in problem-solving.

• Execute for impact: We are responsible for the growth of the business and the perception of our brand. We are resilient, accountable and relentless.

About The DSI Team

Data Strategy and Insights is a center of excellence within the growth team. DSI comprises 3 functional groups - data engineering, analytics engineering, and analytics. This role sits within the analytics function at TFD, which masters experimentation, exploratory data analysis, and reporting to evaluate and recommend business decisions.

Office Guidelines

The office is open and available for all Monday through Friday.