Director, Customer Experience Analytics

2 months ago

Boston, United States DraftKings Full time

**Director, Customer Experience Analytics**

* JR2583

* Full Time

** **What youll do as a Director, Customer Experience Analytics:****

* Lead a team dedicated to driving the strategy for measuring and improving overall satisfaction and success metrics across all Customer journeys.

* Develop the framework for analyzing and monitoring progress across our significant friction reduction and satisfaction improvement efforts.

* Build and directly manage a team of analysts that will work cross-functionally across the organization to cover all Customer interaction and touchpoints.

* Partner closely with Product Managers, Researchers, Compliance/Regulatory Teams, Fraud Operations, and others to drive alignment and consistency on the approach to friction reduction and satisfaction improvement.

* Work closely alongside cross-functional partner teams to implement recommendations.

** What youll bring:**

* 8+ years of analytics experience, preferably at a B2C e-commerce company, financial institution, or FinTech company.

* 5+ years of direct management experience, preferably overseeing high-achieving analysts.

* A broad range of analytics experience, including understanding data and analytics methodologies, best practices and developing insights that tell a compelling, data-driven story.

* Experience building and growing new teams in a matrixed, cross-functional environment.

* Prior experience building and leading analytics teams that engage with customer-facing teams is preferred but not required.

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

* Ability to frame complex problems and break them down in a logical manner.

* Comfortable with SQL, Snowflake, R, or Python and data visualization tools (e.g., Tableau).

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

This position can sit in either the Boston office or remote; however, this work is to be performed entirely outside of Colorado.

#LI-JL1 #LI-REMOTE

We love working with talented people but more than that, we seek out compassionate co-workers with a collaborative spirit. Our work moves quickly and were great at coming together to find creative solutions to some of techs most interesting problems. If that sounds good to you, join us.

**We are DraftKings.**

Were inspired by our shared passion for developing creative solutions to complex challenges and empowering the people around us to do their best work. We are industry leaders in the digital entertainment and technology space propelled by constant curiosity and diverse perspectives.

Our teams are fueled by innovation. We are looking ahead, building whats next, and continuously reinventing the industry. Were a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston, with teams around the world and an expanding global presence.

**Join Us**

We strive to create a place where all feel safe, empowered, engaged, championed, and inspired. DraftKings is proud to be an equal opportunity employer. This means 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.

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.

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