Who We Are

The Service Innovation teams are internal consulting groups that seek to improve the customer experience by improving people allocation, processes, and technology. They are cross-functional in their approach, working with teams such as R&D, Transportation & Logistics, Warehouse Operations & Inventory Positioning, etc. in order to drive impactful change that benefits the customer.

In the End-To-End Customer Resolution work group within Service Innovation, the team aims to identify and drive high impact initiatives to improve customer experience with Wayfair's Customer Service, while controlling for cost to serve. The Financial Analyst will own analytics and advisory on Service Financials and levers we can pull to continue to optimize the cost base for servicing organization.

What You'll Do

  • Translate high-level business problems into more specific questions which can then be answered by data-driven analysis
  • Partner with various business stakeholders to identify key factors and requirements for each project, and get buy-in for project methodology
  • Develop a model to estimate the impact of a specific recommendation while controlling for factors that may introduce noise into the analysis
  • Conduct big data analysis using SQL, R, Python and other software applications
  • Present data with a clear point of view so that insights can be used to help drive business strategy

What You'll Need

  • Self-starter, enjoy fast-pace, collaborative, positive, people-oriented, and enthusiastic
  • Technical experience using Tableau, SQL, R, Python, or other languages
  • Have 2+ years of experience in an analytical, engineering or consulting role
  • Possess strong written and verbal cross-functional communication skills
  • Possess an affinity for data, and resourcefulness in obtaining data when clean and or complete information is not available
  • Experience working within large datasets and passionate about solving complex business problems
  • Experience presenting business cases to senior leadership
  • Have a degree in Mathematics, Industrial Engineering, Economics, Statistics, Physics, or other concentrations with heavy quantitative focus strongly preferred


Apply for this Job

* Required

When autocomplete results are available use up and down arrows to review
+ Add Another Education