Data Analyst, CX Data, Forecasting & Systems

Job Description

Away is a global lifestyle brand with a mission to transform travel through products and content that inspire people to get away more. In support of our mission, we are seeking a Senior Data Analyst to join our Customer Experience team.

Want to help us transform the travel experience? The ideal candidate is an analytical, data-driven individual who can spot trends, drive process improvements and monitor the success of those programs. This role also requires flexibility and willingness to lean in to support your colleagues on the customer experience team as needed when the business requires. The role reports to the Director, Customer Experience and will be hybrid from our New York City office with in-office attendance required twice weekly.

As a company that values diversity, equity, and inclusion, Away seeks individuals of all backgrounds and experiences to apply for this opportunity. We’re creating an environment where everyone can thrive. Our customers are global and diverse, so we’re building a team that is too. Through initiatives like our Employee Resource Groups, anti-racism training, and bias prevention initiatives, we’re building the cultural foundation that gives people the emotional and physical space to bring their authentic selves to work.

What you'll do:

• Develop reporting and metrics around performance within the CX organization
• Own and implement our Customer Experience infrastructure and systems to ensure we’re optimizing our ability to serve customers compassionately, comprehensively and efficiently
• Lead forecasting of our cases and headcount across email, chat, SMS and voice; ensuring that we are always prepared to meet customer demands
• Track impact of process improvements and key changes on agent productivity and ticket deflection
• Work with our Analytics & Data Engineering teams to ensure that our Customer Experience systems have the information our Customer Experience agents need
• Collaborate with our Consumer Insights team to find areas of opportunities in elevating the customer experience through research and data synthesization
• Proactively implement processes to improve the workflows of our Customer Experience team

Who you are:

• You have 1+ years professional experience in a highly analytical role such as business intelligence/analytics
• You have an understanding and strong interest in all aspects of customer experience in the context of a direct-to-consumer business
• You have experience turning abstract problems into actionable solutions and enjoy implementing new data-driven processes
• You are intellectually curious and identify areas of analysis that have potential to add business value
• You are flexible and adapt to any business context; you understand that every new project is an opportunity for growth
• You are a team player; you understand that CX is a fast-paced environment and you are willing to pitch in across the team as volume increases or if your colleagues need a hand
• You have strong Excel modeling skills
• Experience with SQL preferred, but not required
• Experience in Looker, Tableau, or other business intelligence tools preferred, but not required
• Experience with Kustomer, Zendesk, Assembled or other customer experience tools preferred, but not required
• You enjoy working in a fast-paced environment
• You love to travel (but that’s a given!)

Compensation Package:

Our salary ranges are based on paying competitively for our size and industry, and are one part of our total rewards program that also includes benefits, bonus, equity and various social and professional investment opportunities at Away. Pay decisions are based on a number of factors, including scope and qualifications for the role, experience level, skillset, and balancing internal equity relative to other Away employees. We expect the majority of the candidates who are offered roles at Away to fall healthily within the range based on these factors.

• Salary Range: $97,000 - $110,000 annually
• This role is eligible to participate in Away’s Annual Company Performance Bonus Plan, the terms of which are determined on an annual basis at the discretion of the company
• Equity Grant: commensurate with level determined at the discretion of the company
• Benefits Overview:
• Medical, Dental and Vision insurance
• Life and AD&D insurance
• 401(k) with a company match
• Flexible spending, health savings and commuter benefits
• Paid Time Off (vacation, personal well being, volunteer, paid holidays, floating holidays, bereavement and jury duty)
• Paid Parental Leave, Short & Long-term disability
• Product stipends and recognition awards

About Away:

Away is a global lifestyle brand with a mission to transform travel through products and content that inspire people to get away more. The company launched in 2016 with one perfectly designed carry-on and has since expanded to offer an array of luggage and travel essentials built for the modern traveler. Headquartered in New York City, with teams in London and Toronto, Away currently ships products to over 35 countries around the world. Away has been named one of Fast Company’s “World’s Most Innovative Companies” and has been recognized on TIME’s list of “Best Inventions.” To learn more, visit awaytravel.com .

You’ll love working at Away because:

• We travel. We encourage you to take time to recharge outside of the office. You’ll have generous PTO to explore new places and access to Away products to ensure your travels are seamless.
• We’re not just employees. We’re people. We deeply value the talent our team brings to the table, and believe that fair and equitable total rewards packages are part of our commitment to everyone who works here. We offer insurance coverage (health, vision, and dental), tax savings plans for retirement, dependent care, commuter benefits, generous and inclusive parental leave, and a stocked kitchen.
• We’ll invest in your career. Our company’s growing quickly, and we’ll give you the opportunity to do the same. You’ll have access to a number of professional development opportunities, as well as access to one-on-one professional coaching services, so we can support you as the company's needs evolve.
• We’re creating an environment where everyone can thrive. Our customers are global and diverse, so we’re building a team that is, too. Through people-focused initiatives like our Employee Resource Groups, monthly cultural programming, our hybrid approach to ways of working, and our newly designed HQ that centers intentionality & collaboration, we're building the cultural foundation that gives people the emotional and physical space to bring their best selves to work.
• And so much more...! You can bring your dog to work. We organize ways to give back to our local communities.

EEOC Statement:

Away is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

Away is committed to providing reasonable accommodations for individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at [email protected].