Senior Business Analyst, Customer Journey Optimization

Salary Range $104,500 - $118,250 per year Location and Work Schedule Must be onsite in Boston, MA (Monday-Thursday) Overview At Wayfair, we care deeply about our customers. Our award-winning Customer Service (CS) team combines cutting‑edge technology with genuine human empathy to build trust and loyalty. From the moment a customer places an order through delivery and any post‑order needs, our team makes shopping for the home simple, seamless, and reliable.

The Journey Optimization team serves as the strategic engine behind CS’s global mission to be “better than best in class.” We focus on optimizing both customer and agent experiences through continuous improvements in people, process, policy, and technology. In this role, you’ll apply your leadership and quantitative skills in a highly collaborative environment to tackle business‑critical challenges head‑on. The team partners closely across functions within and beyond Service, making collaboration a cornerstone of our success.

If you’re excited about driving business impact, working alongside stakeholders, applying advanced analytical techniques, and thriving in a dynamic, entrepreneurial environment, this is the role for you. What You’ll Do Translate complex business problems into actionable work streams through data‑driven modeling and analysis. Conduct deep dives to identify customer and agent pain points and uncover opportunities for improvement.

Stay current on industry trends, competitor strategies, and product innovations to benchmark and elevate Wayfair Service. Partner with cross‑functional stakeholders to design and implement initiatives that enhance Customer Service operations. Lead multiple high‑impact projects from inception to completion.

Present clear, actionable recommendations to stakeholders and senior leadership. Proactively identify and drive process, policy, and business improvements that deliver measurable impact. Analyze large, complex datasets; develop decision models; and generate insights to guide strategic decisions.

Build models to quantify the impact of proposed solutions or new ideas. Create compelling visualizations, dashboards, and reports to translate insights into accessible narratives. Continuously improve analysis processes to keep pace with Wayfair’s rapid growth and evolving needs.

What You’ll Need BA/BS in a quantitative field with a strong academic record; MS in Business, Mathematics, or Analytics preferred. Passion for solving complex business challenges, from problem definition to analysis to storytelling. Strong written and verbal communication skills, with the ability to translate sophisticated analyses into clear, persuasive business narratives.

Comfort working with incomplete or imperfect data, demonstrating resourcefulness and creativity in problem‑solving. Proven experience collaborating across functions to deliver measurable business impact. Advanced experience with Microsoft Excel or Google Sheets, SQL or GBQ, and data visualization tools such as Google Data Studio (Looker, Tableau, or PowerBI); familiarity with Python is a plus.

Skill in developing intuitive, business‑focused visualizations and dashboards. Working knowledge of statistics and the ability to interpret outputs across diverse data science models. In‑Office Policy & Immigration Requirements All Boston‑based interns, Co‑ops, and corporate employees will work in office in a hybrid capacity.

Employees will work in the office on designated days, Monday – Thursday, and work remotely Friday. Assistance For Individuals With Disabilities Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations.

If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accommodations for Applicants form. Equal Employment Opportunity Statement Wayfair is a place you can call home. We’re a community of innovators, risk‑takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well‑positioned for success.

We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer.

We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic. Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com. #J-18808-Ljbffr