Labor Model Analyst
About The Position
As part of Zillow’s Customer Experience Operations team, you’ll join a collaborative group dedicated to making the home journey simple, personal, and connected. The team transforms customer experience by turning insights into scalable, service strategies that elevate both agent and consumer interactions. As a CX Labor Model Analyst, you will play a key role in shaping how Zillow delivers customer experience at scale. You’ll design and optimize labor models to balance quality, efficiency, automation, and growth—ensuring the right level of service for every customer. Your insights and data-driven recommendations will empower leaders to prioritize initiatives that drive cost savings, improve customer experience, and maximize ROI.
Requirements
- Bachelor’s or Master’s degree in business, data science, finance, or a related quantitative field.
- 5+ years of experience in analytics or strategy roles, using data to solve complex business problems and inform decisions.
- Experience in operations, customer experience, and process improvement.
- Skilled in creating business cases, proposals, and presenting to senior leadership.
- Proficient with data tools, financial modeling, dashboarding, and platforms such as SQL, BI tools, Tableau, or Databricks.
- Able to navigate ambiguity and develop well-reasoned, data-driven solutions.
- Strong communicator who can turn complex analyses into actionable insights for both technical and non-technical audiences.
- Detail-oriented, with a passion for improving customer and employee experiences and a strong understanding of financial performance.
Responsibilities
- Lead operational and experience analyses to identify opportunities for efficiency, customer experience improvements, and strategic investments.
- Design and evolve service models that optimize support levels.
- Partner cross-functionally with Product, Operations, Data, Finance, and CX teams to drive alignment and scalable, cost-effective initiatives.
- Facilitate working sessions to gather insights, align stakeholders, create business cases and investment proposals.
- Develop dashboards and KPI tracking to provide leaders with clear, actionable insights.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
251-500 employees
