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Senior Analyst, Customer Experience

Summary

Salary
Competitive
Team
Owner Experience
Location
United States - Chicago Office

About Us

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.


About the role


The Senior Customer Experience Analyst will be accountable for analyzing and reporting on the customer experience across the US, Canada and Mexico. The role reports to the Head of CRM & Loyalty and sits within the Direct-to-Consumer eCommerce team. Working across cross-functional teams, this person will focus on gleaning actionable insights from our customer data as it relates to brand engagement, satisfaction and loyalty.

To ensure the customers’ experience across all touchpoints is consistent and uniquely Dyson, the Senior Customer Experience Analyst will be responsible for deriving and sharing insights that support our retention program. 

Additional responsibilities include:

  • Represent the voice of our owners and enable stakeholders (through insights and data) to do the same

  • Build insights that inform and improve our customer experiences

  • Utilize our 1st party data and owner segmentation model to recommend the next best action

  • Leverage data sources that include but are not limited to: our Google Cloud platform data warehouse, Forsta survey data used for measuring NPS, Sprinklr Social Media listening tool and Google Analytics

  • Ensure data privacy standards are kept at all times

About you

  • Previous analyst experience (3-5 years) demonstrating commercial success by activating DTC, customer or commercial insights through quantitative data analysis.

  • Day-to-day experience using SQL to query and analyze data mining for insights.  Preferred: experience with Google Looker, Tableau and Python.  

  • Experience identifying and investigating data quality issues within large data sets

  • Expertise in creating visualization of insights as well as strong oral and written communication skills

  • Strong collaborator and the ability to effectively influence others

Benefits

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

Financial benefits:

  • 401K with up to a 4% match

  • Company paid Life Insurance and AD&D

  • Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle benefits:

  • Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time

  • Pre-tax Commuter Benefits (applicable areas only)

  • Generous Child Care Leave Program

  • Wellness Program

  • Employee Assistance Program

  • Generous Dyson Product Discounts

Health benefits:

  • Multi-Level Healthcare Coverage Options

  • Vision & Dental Coverage

  • Company paid Short-Term and Long-Term Disability

Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at americas.talentacquisition@dyson.com for more information. Dyson is an Equal Opportunity Employer.

#LI-DYSON


Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.