Analyst II, Customer Experience Analytics

DraftKings•Boston, MA

About The Position

At DraftKings, AI is becoming an integral part of both our present and future, powering how work gets done today, guiding smarter decisions, and sparking bold ideas. It’s transforming how we enhance customer experiences, streamline operations, and unlock new possibilities. Our teams are energized by innovation and readily embrace emerging technology. We’re not waiting for the future to arrive. We’re shaping it, one bold step at a time. To those who see AI as a driver of progress, come build the future together. The Crown Is Yours As an Analyst II, Customer Experience Analytics, you’ll turn data into decisive action that shapes how we deliver seamless, high-quality experiences to our customers. You’ll partner closely with Customer Experience and cross-functional teams to reduce friction across the user journey while optimizing support interactions when they matter most. In this role, you’ll own critical data infrastructure, uncover trends in customer behavior, and translate complex analyses into insights that influence strategy and improve operational performance. Your work will drive smarter decision-making, elevate the customer experience, and scale impact across evolving products and markets.

Requirements

A Bachelor’s Degree in Mathematics, Data Science, Engineering, Economics, Business, or a related field.
At least 2 years of analytics or data science experience.
Experience working with programming languages such as SQL, Python, R, SAS, or Matlab.
A strong understanding of statistics and hypothesis testing; experience building models is a plus.
The ability to translate complex data into clear, actionable insights for both technical and non-technical audiences.
Curiosity, strong problem-solving skills, and a demonstrated ability to uncover insights that improve customer experience and operational outcomes.

Responsibilities

Transform complex, large-scale customer and operational datasets into strategic insights that reduce support friction and improve the end-to-end customer experience.
Translate sophisticated analyses into clear, compelling narratives that influence Customer Experience and cross-functional stakeholders, driving alignment on key priorities.
Lead the design, execution, and analysis of experiments to improve support efficiency, customer satisfaction, and self-service capabilities.
Partner with Customer Experience, Product, Operations, and Analytics teams to refine strategies that minimize customer effort and optimize support interactions.
Build, automate, and continuously improve scalable reporting frameworks and dashboards that provide visibility into customer behavior, support trends, and operational performance.
Identify emerging trends and root causes in customer issues, proactively recommending solutions that enhance experience and reduce support volume.