Principal Data Analyst, Customer Experience

About the role

As a Principal Data Analyst focused on the customer experience, reporting to our Head of Analytics, you will be the champion for our customers - helping identify issues that our customers face, as well as ways to make the good customer experiences even better. To that end, you will partner with stakeholders across Product, Customer Support (CS), and Strategy to eliminate instances of customer pain and build towards an exceptional overall experience for users. You will help define the right metrics and goals around “high pain” experiences, while creating robust tracking and monitoring around those KPIs. Further, you will combine customer behavior and feedback with your analytical skills to identify key opportunities to improve the customer experience. Ultimately, You will be the analytical bridge between our Product and CS groups, helping connect the dots between two critical areas of Flex.

What you’ll do

• Proactively explore data across Flex’s Product and CS domains to identify relationships and trends that will inform the future direction of the user experience
• Develop relevant KPIs for the space, while also monitoring and diagnosing KPI performance, presenting findings to senior leadership
• Work with Product, CS, and Strategy to improve ensure a world-class customer experience
• Design tests and perform analyses to evaluate the impact of new product features and operational improvements on relevant program metrics

Key qualifications

• Bachelor’s Degree with a quantitative focus (Economics, Finance, Computer Science, Mathematics, etc.)
• 6+ years of experience using analytical and statistical methods to support and drive critical business outcomes
• Prior analytics experience within product analytics preferred
• Effective communicator who can break down complex technical concepts into simple business vernacular and translate unstructured business problems into clearly defined requirements with minimal oversight
• Demonstrated success supporting and influencing business strategy across from an analytics perspective
• Advanced experience with SQL, business intelligence tools (e.g., Tableau, Mode, Looker, etc.), as well as practical experience with Python
• Experience with ETL processes, especially utilizing dbt and Snowflake
• Strong quantitative, analytical, and problem-solving skills; must be very comfortable with data analysis and driving decision making
• Biased for action - doesn’t let perfect be the enemy of good enough, willing to build a first prototype and improve based on learnings, etc.
• Have a natural curiosity to dive into the details and have a strong analytical mindset

The national pay range for this role is $170,000-$186,000 in base salary. Individual compensation will be commensurate with the candidate's experience aligned with Flex's internal leveling guidelines and benchmarks.

This is a hybrid role based in New York City (3x/week in office). Our office is located in Union Square.