CX Product Implementation Analyst

Job Description

About Stitch Fix

Stitch Fix is redefining retail shopping using a unique blend of art and science to deliver a deeply personalized service to our customers. This novel juxtaposition—at once analytic and artistic, technical and adventurous—attracts an extraordinary collection of talented people who are both thinkers and doers. Our diverse workforce has catalyzed enormous company growth in terms of customer satisfaction and service efficacy. We’d love for you to help us carry on the trend!

About the Team

The Client Experience Team at Stitch Fix is committed to delivering an exceptional and personalized experience for our clients, ensuring that our overall service offering is the best that it can possibly be. We are building an elite team of relentlessly client-focused people who work diligently to quickly and creatively solve our client’s issues and questions.

About the Role

The Client Experience (CX) Product Implementation Analyst is a member of the CX Strategy and Business Operations (SBO) team. They will be responsible for supporting the successful roll-out of new product launches and initiatives that impact our global Client Experience Operations team. This is a globally-focused and cross-functional role in which the successful candidate will analyze implications on workflow and technical systems to help make recommendations for product development and implementation. Strong partnership with teams across the company and within CX, such as global CX operations, training and internal communications is essential.

On a day to day basis, the Analyst will support the Product Implementation Managers on large-scale initiatives that deliver innovative experiences to our clients and optimized tools for our support team. They will also manage small-scale projects as assigned from end-to-end. They will identify use cases, potential outcomes and solutions, and work in collaboration with the Operations, Communications, and Training teams to ensure CX agents are prepared to support our clients. Following the product launch, the analyst will help monitor the impact, identify any post-implementation issues, and work through resolutions with business partners.

Additionally, the CX Product Implementation Analyst will be responsible for Zendesk administrative duties. They will assist with new configuration needs, support, and maintenance of our Zendesk account, as well as continuously improve the platform and other support tools to advance the CX organization. We are looking for someone with strong analytical skills and a solution-first mindset to drive administrative hygiene and platform utilization.

You're excited about this opportunity because you will...

• Take on a critical role on a highly-motivated, high-impact team, that is committed to delivering a best in class experience to our clients and our agents
• Lean into a broad scope of work that includes assisting with feature development and deployments, supporting cross-functional initiatives, and rolling out changes across the CX team.
• Become a key Zendesk administrator to prototype new capabilities, ensure our current configuration is optimized, and research new updates and Early Access Programs (EAPs).
• Partner closely with IT and CX engineers to assess viability of new tools and platforms.
• Champion successful product and project launches in collaboration with CX Operations, Workforce Management, Training, Communications and Quality teams.
• Be the go-to contact for post-production support needs that require troubleshooting, triage and quick decision-making.

We're excited about you because you have...

• 3-5 years experience managing multiple, concurrent projects and building policies and processes; experience defining processes within a customer service support team and/or in a tech environment strongly preferred
• 2+ years of experience working as a Zendesk Administrator (Support Admin Certification is recommended, but not required)
• Working knowledge of integrated channels including Email, Phone, Chat, Social, and Help Center
• Passion for product and project management
• Ability to balance attention to detail with expeditious execution in a fast-paced environment
• Experience working in a customer service or customer focused environment preferred
• Deep sense of empathy for the client experience and CX teams
• Strong planning, organizational and time management skills and manage/adapt to changing priorities easily
• Excellent problem solving and communication skills with a high attention to detail and quality
• Self-starter mindset, but you also thrive when collaborating with working teams
• Strong intrinsic commitment to giving and receiving feedback to/from peers, cross-functional team members, and your direct manager

You'll love working at Stitch Fix because we...

• Are a successful, fast-growing company with a start-up work vibe
• Are a technologically and data-driven business
• Offer competitive salaries, equity and comprehensive benefits
• Are at the forefront of tech and fashion, redefining shopping for the next generation
• Are passionate about our clients and live/breathe the client experience
• Get to be creative on a daily basis
• Are a smart and experienced leadership team that wants to do it right & is open to new ideas
• Believe in autonomy & taking initiative