Site Engagement Analyst, Zappos, Customer Experience

Amazon•New York, NY

About The Position

Zappos is looking for a customer obsessed Site Engagement Analyst to own analysis and reporting for the CRM team. This role will be pivotal in shaping how we understand, engage with, and grow our customer base through data-driven insights . The candidate will have a strong understanding of ecommerce KPIs, customer journeys and site/app analytics. The right candidate will have analytical skills to answer strategic questions that are complex, dynamic, and not always clearly defined. The candidate must possess strong technical skills, including proficiency in data analysis tools and visualization platforms, while maintaining a deep understanding of customer behavior and retail dynamics. The ideal candidate will be passionate about deeply understanding who our customer is, what motivates them and how we can improve their experience. They should have a collaborative mindset that enables them to work effectively across Marketing, Merchandising, and Technology departments. This position sits on the CRM team within the Customer Experience organization.

Requirements

Bachelor's degree or equivalent
3+ years of business analyst, data analyst or similar role experience
Experience in Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau
Experience defining requirements and using data and metrics to draw business insights
Experience making business recommendations and influencing stakeholders
Proven ability to drive results in a fast-paced environment

Nice To Haves

Experience with SQL
Experience with Amplitude and Customer Data Platforms

Responsibilities

Analyze raw data sets and conduct deep dives into site data and customer journeys
Conduct quantitative analyses that range from specific questions to open-ended questions that inform large scale strategies with the ability to determine what data is needed
Develop quantitative and qualitative insights the inform our CRM strategy across all customer touchpoints
Deep dive into customer journeys to inform new customer conversion, second purchase rates, and retention strategies
Partner with marketing teams to optimize customer communication strategies across channels (email, push, etc.)
Develop and track key customer metrics and KPIs to measure strategy effectiveness
Build and maintain strong partnerships with cross-functional teams including Marketing, Merchandising, and Technology
Maintain ongoing reporting and develop reporting capabilities to answers ad-hoc business questions
Educate and empower stakeholders with tools and techniques to solve evolving business challenges
Scale analytic capabilities by troubleshooting data issues, leading enhancements and driving the adoption of analytics tools