Senior Analyst, Customer Experience

3 weeks ago

Boston, United States DraftKings Full time

We’re defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming.

Here, “impossible” isn’t part of our vocabulary. You’ll face some of the toughest but most rewarding challenges of your career. They’re worth it. Channeling your inner grit will accelerate your growth, help us win as a team, and create unforgettable moments for our customers.

The Crown Is Yours

As a Senior Analyst, you will partner closely with the Customer Experience team to drive the strategy behind how we both limit a customer's need for support interactions while also helping to make them as simple and straightforward as possible when those interactions happen. You’ll work with a team of analysts and operators to create tests and measure the impact of various tactics, develop insights about support interactions, and enhance the means through which customers interact with our brand.

What you’ll do as a Senior Analyst, Customer Experience

  • Work in close partnership with the Customer Experience team & other Customer teams to evaluate performance metrics and develop strategies to best serve DraftKings' users

  • Build and execute test plans and play a vital role in driving the learning agenda for the Customer Experience team

  • Work with partners across the business to implement and evaluate the performance of various initiatives and product changes

  • Develop standard reporting for business results like customer satisfaction, time to resolution, and productivity

What you'll bring

  • Bachelor’s Degree in Mathematics, Business, or a related field

  • At least 3 years of business analytics experience

  • Experience with SQL, additional programming language experience with Python is a plus

  • Knowledge of statistics and hypothesis testing. Model building experience is a plus

  • Experience in Tableau or a similar data visualization tool is a plus.

  • Strong oral and written communication skills and proven ability to influence all levels of an organization.

  • Well organized and strong attention to detail, with the ability to work on multiple projects simultaneously, often under challenging time constraints.

Join Our Team

We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don’t worry, we’ll guide you through the process if this is relevant to your role.

The US base salary range for this full-time position is 94,100.00 USD - 117,600.00 USD, plus bonus, equity, and benefits as applicable. Our salary ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We know finding a new job can be intimidating. Don't let imposter syndrome stop you from applying Even if you don't think you tick off every box in this job description, we'd still love for you to apply or join our Talent Community. 

DraftKings is proud to be an equal-opportunity employer. We do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.

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