- *Customer Experience Insights Analyst**
- San Francisco, CA
- Employees can work remotely
- Full-time
- *Company Description**
Wish is a mobile e-commerce platform that flips traditional shopping on its head. We connect hundreds of millions of people with the widest selection of delightful, surprising, andmost importantlyaffordable products delivered directly to their doors. Each day on Wish, millions of customers in more than 160 countries around the world discover new products. For our over 1 million merchant partners, anyone with a good idea and a mobile phone can instantly tap into a global market. We’re fueled by creating unique products and experiences that give people access to a new type of commerce, where all are welcome. If youve been searching for a supportive environment to chase your curiosity and use data to investigate the questions that matter most to you, this is the place. **Job Description** The Insight Analyst will support their line of business. This person will know the ins and outs of the policies and workflows including analyzing tickets, CSAT, NPS and Canned Response (CR) data to deeply understand the customer journey and pain points. They will also build insight reports and partner with relevant teams at Wish to drive improvements to the user experience. The insight analyst will own escalated tickets and constantly reevaluate escalation processes and rationale, optimizing for TTR and Cost per Resolution.
- *What you’ll be doing:**
- *Data Analysis & Reporting**
- Regularly conduct deep dives on tickets, survey results, CR usage, etc. in order to understand the user journey and the support experience were delivering
+ TTR, CSAT, NPS, CR (usage, handle time, CSAT), FCR
- Develop reports to showcase insights, distribute and collaborate with relevant teams at Wish to drive improvements to the user experience
- *Customer Experience**
- Contribute to journey maps for all major flows
- Investigate complex issues to determine root cause of technical failures and consumer dissatisfaction
- Advocate for users by identifying pain points that could be improved through targeted optimizations
- Handle escalated tickets (may include third party channels with support issues), constantly assess the rationale for escalation processes, close feedback loop on agent performance with Training and QA
- Triage bug reports with relevant Product/Eng, work with manager to see issues to resolution
- *Documentation/Content**
- Contribute to process, feature and resource documentation
- Streamline and optimize CRs in partnership with Content/Training team
- *Agent Performance Management**
- During analyses and escalation ticket handling, surface any agent performance issues to the QA and Training teams for added coaching and/or agent removal
- *Qualifications**
- A history and passion for consumer-advocacy
- Strong quantitative analysis skills and a data driven approach to problem solving
- Excellent written and verbal communication skills
- Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
- An ability to identify upstream blockers and prioritize solutions
- A strategic-thinking, solutions-driven mentality and a hunger to learn
- Strong communication skills and ability to distill complex data sets into simple and digestible takeaways for senior leaders
- *Preferred Qualifications:**
- Understanding of e-commerce, logistics, and CRM data
- SQL knowledge preferred
#LI-RS1 #LI-Remote **Additional Information** Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records. Individuals applying for positions at Wish, including California residents, can see our privacy policy . **Videos To Watch** #J-18808-Ljbffr
Writing reports and proposals Customer Experience Data Analyst Verbal communication SQL Written communication skills Quantitative analysis