Business Analyst, Customer Success

Job Description

WHAT WE DO MATTERS:

Here at The Knot Worldwide, we believe in doing work that matters. In 15 countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, GigMasters, The Bump, How They Asked, Lasting, and more) inspire, inform, and celebrate our communities as they move through life’s milestones. From the proposal to creating a home, and starting a family together, we’re there for every step of the journey. Our couples and business partners depend on us. They're all in. So are we.

ABOUT THE ROLE AND OUR TEAM

We are hiring a Service Analyst for our US Local Marketplace team which connects over 2 million engaged couples with +50,000 local wedding vendors (e.g. Venue, DJ, Florist, etc.) across the US each year. The ideal candidate is a data-driven problem solver who enjoys digging into the numbers and studying drivers and trends. You are passionate about creating predictability, scalability and efficiency. You will lead the charge on transforming the Service organization into a data-driven business where we can measure, analyze and optimize the efficiency of our vendor experience. In this role you will work on a daily basis with various levels of the Local Sales and Service organization (representatives, managers and leaders alike). Additionally, you will collaborate with partners across FP&A, Data Science/Data Engineering, Technology and within the Local Business Operations and Local Operations Leadership teams.

RESPONSIBILITIES

• Provide daily reporting and dashboard packages to illustrate key vendor trends and produce actionable insights
• Benchmark and track against daily, monthly, weekly, monthly and annual performance targets and KPIs
• Identify strategic areas of opportunity to improve the vendor experience through thorough analysis of feature/vendor usage patterns, maturity scores, NPS results, VoC feedback, custome r experience metrics (i.e. call handling, resolution time, etc.) , capacity and utilization modeling, etc.
• Provide intelligence on the correlation between engagement and retention/spend patterns
• Own compensation & incentive design for the channel, including analysis and recommendations on how best to motivate service representatives
• Leverage insights gleaned from analyses to proactively identify signals and inform appropriate action to address/leverage
• Tailor and synthesize analyses/processes down to clear communications and presentations
• Assist in developing and delivering presentations for senior leadership

SKILLS & EXPERIENCE

• BA/BS degree, with 2+ years of relevant professional experience in investment banking, management consulting, FP&A, analytics, reporting and/or revenue strategy/operations
• Experience working with large data sets to build complex, driver-ized models and gleaning insights to inform business strategy
• Power user of excel/G-sheets, ideally with Access and/or SQL/Python experience
• Proficiency with CRM, ideally Salesforce, a plus
• Experience with BI platforms/tools, a plus
• Excellent analytical, problem-solving, and implementation skills
• Ability to obtain, synthesize, and analyze data from disparate sources
• Comfort working cross-functionally and advocating for your ideas and insights
• Ability to prioritize, set deadlines, and meet aggressive goals
• Thrive in fast-paced, changing environment
• Outstanding written and verbal communication skills
• Results-oriented, with an ability to manage multiple projects simultaneously and expeditiously
• Self-starter, shows initiative and curiosity, strong sense of urgency, commitment, and accountability for your work product
• Proactive, high-energy with a hands-on approach to problem-solving
• Of unquestioned ethics and integrity

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!

WHAT WE LOVE ABOUT YOU:

• You deeply understand our users and put them at the center of everything you do. You aim to serve and delight them every day.
• You are respectful and act with the highest integrity.
• You ask questions to understand a perspective and are comfortable respectfully challenging assumptions.
• You set clear ambitious goals. You anticipate obstacles, persevere, and are accountable for your commitments.
• You aren’t afraid to challenge the status quo and know that there’s no such thing as failure if you learn from it.
• You seek out feedback and never settle in your quest to grow and develop. By being here, you make our company stronger.

WHAT YOU LOVE ABOUT US:

The Knot Worldwide offers a unique employee experience and we are deeply proud of our award-winning culture. From flexible vacation and generous parental leave benefits to promoting wellness and giving back to our community, we believe in happiness above all else—in and out of the office.

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The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

If you are a resident of California, by submitting your application, you acknowledge that you’ve read the California Privacy Notice .