Analyst, Customer Experience

Boston, Massachusetts

Love data? We do too.

We're growing rapidly and are searching for an Analyst to partner closely with the Customer Experience team to drive the strategy behind reducing customer need for support interactions while also helping make these interactions as simple as possible when they happen. You'll work with a team of analysts and operators to create tests and measure the impact of various tactics, develop insights about support interactions, and enhance the means through which customers interact with our brand.

What you'll do as an Analyst, Customer Experience:

  • Work closely with the Customer Experience team to evaluate performance metrics and develop strategies to serve DraftKings users best.
  • Build and execute test plans and play a vital role in driving the learning agenda for the Customer Experience team.
  • Work alongside Engineering and Development teams to build and test new functionality that enables our Customer Experience associates to do great work.
  • Work with partners across the business to implement and evaluate the performance of various initiatives and product changes.
  • Build out and optimize reporting on primary KPIs as we launch new products and implement new service tactics.
What you'll bring:
  • Ideally, you have 1+ years of business analytics experience, preferably at an e-commerce company.
  • You have experience with SQL/Snowflake and Python. Other programming language experience is a plus.
  • Knowledge of statistics and hypothesis testing, and experience building models in a programming language such as Python.
  • You thrive in a fast-paced environment.
  • You have a BS in Mathematics, Business, Computer Science, or a related field.
This position can sit in either Boston or remote; however, this work is to be performed entirely outside of Colorado


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