Senior Analyst, Customer Payments Journey

Wayfair • Boston, MA

3d • Hybrid

About The Position

We are looking for a Senior Analyst to solve the most complex friction points in our payment and refund ecosystem. Our team acts as the strategic bridge between Customer Service, Engineering, and Finance, untangling ambiguous process gaps and scaling solutions that drive a seamless customer payments experience. Successful individuals in this role excel at both qualitative and quantitative analysis while also being eager to communicate upward and outward to tell a concise story.

Requirements

• Bachelor's degree in a quantitative field
• 2+ years of professional experience in an analytical or operations-heavy role
• Advanced SQL (GBQ preferred) and Excel/Google Sheets.
• Experience with data visualization tools (Looker preferred).
• A proven ability to navigate high levels of ambiguity and break down complex, "messy" problems into structured workstreams.
• Strong communication skills with experience influencing cross-functional partners and directing the work of support teams.
• While a formal background in finance or accounting is not required, you should be comfortable navigating concepts such as payment processing, reconciliation, and transactional lifecycles as they relate to the customer journey.

Responsibilities

• Lead deep-dive investigations into refund failures; validate findings to identify systemic root causes.
• Utilize SQL to analyze large-scale datasets, identify emerging trends, and quantify the business impact of process improvements.
• Design and maintain playbooks for systemic corrective actions and bulk remediation efforts, ensuring accuracy and operational efficiency.
• Map end-to-end payment and reconciliation workflows to identify and close gaps in the customer journey.
• Deliver clear, data-backed narratives to stakeholders at all levels, providing actionable recommendations to influence long-term strategy.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees