Customer Analytics, Analyst II

Boston, MA, US

Job Description / Skills Required

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

As a Care Insights Analyst II, you will support the Care organization in getting behind the “Why” and the “How” of our customer interactions using a business-focused analytical skill set. Our team is passionate about using data to better understand the customer experience and bringing insights to action. This includes analyzing call drivers and customer intents as well as our internal processes and policies for handling customers’ needs and pain points. In this role, you will work in close partnership with our Care Operational Excellence team to inform and prioritize roadmaps as well as our Workforce Management and Agent teams to coordinate our use of data for driving action. Success for our team is to be able to drive change through creative, data-driven thinking, influential storytelling, and a customer-centric mindset.

The ideal candidate has a track record of delivering results, excellent business judgment and is comfortable with owning work end-to-end. They should have a demonstrated ability to break down complex problems, deliver recommendations, and have a critical eye for detail.

About this roll* (Responsibilities) 

  • Proactively identifies insights using a strong business acumen and understanding of our stakeholders’ priorities
  • Leads analysis efforts as data subject matter expert for new processes and tooling
  • Uses a business-case mindset to understand ROI of proposed recommendations, key assumptions, and activities needed for success
  • Communicates clearly, knowledgeably, and transparently with project stakeholders to build trusted relationships and enhance business outcomes.
  • Coordinates efforts between the Data Infrastructure and Operations teams to obtain new data sources and understand their value
  • Looks for opportunities to both optimize and automate analyses and develop dashboards for more efficient identification of insights
  • Demonstrates strong technical skills when connecting data sources, extracting data, and performing analysis

Do you have the right ingredients*? (Requirements)

  • 4-6 years of experience in analytical roles required
  • Bachelor's Degree in analytics or related subject preferred
  • Data driven, customer centric, always curious, asking questions and anticipating challenges
  • Experience analyzing large data sets and distilling to actionable insights
  • Strong SQL skills and familiarity with building interactive dashboards in tools such as Looker or Tableau 
  • Experience with data platforms, data extraction, automation, and data visualization
  • Values and appreciates both technical and business-minded approaches to problems

Special Sauce* (Nice to Haves)

  • Experience with analytics in a customer-focused field: customer experience, customer service, marketing, product
  • Ability to come into the Boston office 1-2 days per week

Our Spread of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

#LI-DNI

The starting pay rate for this role is below. Please note, there is not a range for this role, the number listed below is the rate.
Pay Rate
$96,000—$154,000 USD

 

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].