Business Analyst, Customer Experience

3 weeks ago

Richmond, United States SimpliSafe Wireless Home Security Full time
About SimpliSafe

We're a high-tech home security company that's passionate about protecting the life you've built and our mission of keeping Every Home Secure. And we've created a culture here that cares just as deeply about the career you're building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don't just want you to work here. We want you to grow and thrive here.

We're embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our office on two core days, typically Tuesday, Wednesday or Thursday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.
What you'll do:

SimpliSafe is seeking a Business Analyst to join our growing Customer Experience team. We focus on creating seamless experiences to make it easy for customers to do business with us. In this role, you will be responsible for analyzing existing business processes, creating actionable insights, and driving improvements to enhance our customers' billing and subscription experience. Additionally, you will support the team with issue resolution, including managing implementation and measurement plans. This is a collaborative role that will directly impact our customers' experience and contribute to SimpliSafe's growth.

Primary responsibilities include:
  • Perform analysis and exploratory research into billing and subscription scenarios, develop actionable insights, and share recommendations with stakeholders
  • Collaborate with teams across SimpliSafe to drive improvements in customer experience for billing and payments
  • Manage implementation and measurement plans for initiatives to gauge effectiveness
  • Maintain reports and dashboards to provide visibility into key business metrics
  • Respond to analysis requests on an ad hoc basis by gathering, analyzing and reporting relevant data from various sources
  • Develop documentation for business processes and customer journeys
  • Collaborate with data analysts across the company to deepen understanding of SimpliSafe's data
What you'll bring
  • 2-4 years of experience in roles combining data analysis with business strategy formulation and implementation
  • Strong analytical and problem-solving skills, with the ability to identify trends, patterns, and root causes of customer issues
  • Excellent interpersonal skills
  • Ability to stay organized and detail-oriented in a fast-paced environment
  • Experience with using data to tell a story
  • Passion for creating seamless customer experiences
  • Skilled in Microsoft Excel and/or Google Sheets
  • Bachelor's degree (preferably in a quantitative field)
What we'd love to see (but isn't required)
  • 1+ years experience in Tableau
  • 1+ years experience in SQL
  • Experience working in a subscription business
What Values You'll Share
  • Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
  • Aim High - Always challenging ourselves and others to raise the bar.
  • No Ego - Maintaining a "no job too small" attitude, and an open, inclusive and humble style.
  • One Team - Taking a highly collaborative approach to achieving success.
  • Lift As We Climb - Investing in developing others and helping others around us succeed.
  • Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.

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