Senior Analyst, Customer Experience

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.