ExOps Experience Analyst

Shipt • Birmingham, AL

37d • Hybrid

About The Position

As the ExOps Experience Analyst you will contribute to initiatives supporting all of our user groups, which include customers, shoppers, drivers, retailers and internal teams and reports to the Director of Insights, Strategy, and Engagement. While no two days are the same you will manage end-to-end projects involving QA Analysts, including defining and documenting workflow, creating training aides, answering follow-up questions and spot-checking for accuracy. You monitor results from ongoing surveys, other feedback channels, internal data points to identify areas that require deeper analysis. You will complete data analysis and pair it with user sentiment to develop overall a point of view for the business questions being asked. You will convert analysis findings into easy to understand presentations and share findings with business partner and create and manage project plans for ad-hoc analysis. You will organize and analyze unstructured feedback from various listening posts as well as maintain topic definition and accuracy for Global Text Analytics library. You will also maintain Click-up "Events" board to help track potential experience impactors.

Requirements

• You have a Bachelor’s degree in any discipline
• You are proficient with tools commonly used at Shipt, such as Google Sheets, Google Slides, Clickup, Medallia and Slack
• Experience analyzing both structured and unstructured data (e.g. survey responses, text analytics, unstructured feedback, and business intelligence trends)
• You are an excellent and concise communicator
• You have experience managing small projects
• You are an organized, self-starter who is able to manage multiple priorities and meet agreed upon deadlines

Nice To Haves

• Proficiency with Snowflake and SQL preferred

Responsibilities

• Manage end-to-end projects involving QA Analysts, including defining and documenting workflow, creating training aides, answering follow-up questions and spot-checking for accuracy.
• Monitor results from ongoing surveys, other feedback channels, internal data points to identify areas that require deeper analysis.
• Complete data analysis and pair it with user sentiment to develop overall a point of view for the business questions being asked.
• Convert analysis findings into easy to understand presentations and share findings with business partner and create and manage project plans for ad-hoc analysis.
• Organize and analyze unstructured feedback from various listening posts as well as maintain topic definition and accuracy for Global Text Analytics library.
• Maintain Click-up "Events" board to help track potential experience impactors.

Benefits

• Employees (and eligible family members) are covered by medical, dental, vision and more.
• Employees may enroll in our company’s 401k plan.
• Employees will also be eligible to receive discretionary vacation for exempt team members, paid holidays throughout the calendar year and paid sick leave.
• Other compensation includes eligibility for an annual bonus and the potential for restricted stock units based on role.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees