Business Analyst, Customer Experience

3 weeks ago

Richmond, United States SimpliSafe Full time

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 paymentsManage implementation and measurement plans for initiatives to gauge effectivenessMaintain reports and dashboards to provide visibility into key business metricsRespond to analysis requests on an ad hoc basis by gathering, analyzing and reporting relevant data from various sourcesDevelop documentation for business processes and customer journeysCollaborate 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 implementationStrong analytical and problem-solving skills, with the ability to identify trends, patterns, and root causes of customer issuesExcellent interpersonal skillsAbility to stay organized and detail-oriented in a fast-paced environment Experience with using data to tell a storyPassion for creating seamless customer experiencesSkilled in Microsoft Excel and/or Google SheetsBachelor’s degree (preferably in a quantitative field) What we’d love to see (but isn’t required) 1+ years experience in Tableau1+ 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.

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