Head of Customer Experience Analytics
Head of Customer Experience Analytics
Posted on :
13-04-2025
Employer Active
1 Vacancy
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Job Description
Hi were Back Market.
Were here to help make tech reliable affordable and better than new. Were a global marketplace for refurbished devices helping lower our collective environmental impact by providing trustworthy affordable tech with 92 less carbon emissions than new.
Yep you read that right. Turns out refurbished tech is way better for the planet than new. In fact With every device purchased on Back Market our positive impact on the planet grows. From our Customer Care representatives to our software engineer every individual at Back Market cuts the planet and consumers a break. Our mission is simple: to do more with what we already have.
Are you ready to join us
ABOUT THE ROLE:
As the Head of Customer Experience Analytics at Back Market you will lead a highimpact analytics function that empowers teams with datadriven insights to enhance customer engagement retention and overall experience.
You will own the experimentation framework predictive analytics strategy and performance measurement across key customer touchpoints ensuring our decisionmaking is deeply rooted in data. This includes onboarding funnel optimization LTV/churn modeling feature adoption analysis and inapp behavioral segmentation.
Your leadership will drive a culture of experimentation and continuous optimization working crossfunctionally with product marketing and business building and mentoring a team of analysts you will enable Back Market to refine the customer journey optimize engagement strategies and maximize customer lifetime value.
YOUR MISSION (IF YOU ACCEPT IT):
Strategic Vision & Stakeholder Partnership
Collaborate with senior product and business stakeholders to define the vision for a bestinclass endtoend customer experience.
Set priorities for key analytics projects and define the metrics that matter for impact tracking.
Align on the enabling data strategies platforms and features that support longterm growth and insight generation.
Experimentation & Measurement
Build and lead a bestinclass experimentation function ensuring robust testing methodologies.
Develop frameworks for test design and impact measurement across CX initiatives.
Provide thought leadership on experimentation culture processes and best practices.
Predictive & Advanced Analytics
Lead the development of predictive models to optimize customer engagement LTV and retention.
Leverage machine learning and statistical techniques to identify trends and customer behaviors.
Establish scalable analytics frameworks for measuring CX impact across multiple touchpoints.
Measurement & Performance Tracking
Define and implement measurement strategies for customer journey improvements and service adoption.
Develop dashboards and reporting structures to provide actionable insights for business teams.
Ensure alignment between analytics product and business teams on KPIs and success metrics.
Team Leadership & CrossFunctional Collaboration
Build and mentor a highperforming team of analysts data scientists and/or analytics engineers.
Act as a strategic partner to product marketing and business teams translating insights into action.
Drive a datadriven culture within the organization advocating for analyticsled decisionmaking.
YOU ARE IN THE RIGHT PLACE IF YOU HAVE:
- 8 years of experience in product analytics customer analytics data science or a related field with a proven track record in experimentation and predictive analytics.
- Strong expertise in A/B testing causal inference and statistical modeling techniques.
- Proficiency in SQL Python or R with experience in building scalable analytics solutions.
- Experience with visualization tools (e.g. Tableau Looker) Product Analytics tools (e.g. Amplitude MixPanel) and experimentation platforms (e.g. StatSig Cloudbees).
- Demonstrated ability to lead and grow a highperforming data team.
- Excellent communication skills with the ability to translate complex data into actionable insights.
- Strong stakeholder management skills working effectively with product marketing and leadership teams.
WHY SHOULD YOU JOIN US
At Back Market were committed to hiring and supporting diverse teams of people from all backgrounds experiences and perspectives its one of the reasons were such a highscoring certified B Corp company 93.2.
No matter your role and seniority level youll enjoy impactdriven work with handson career development in an innovative driven and fastpaced environment with benefits to match like:
A mission driven work environment where your day to day makes an impact on the planet. Seriously.
Hybrid work environment with 2 remote days a week and 1 remote work week per quarter plus 3 flex days.
Employee Resource Groups including mentorship programs comprehensive accessibility policies and cultural competency training.
At Back Market we strive to create a workplace that embodies the world were trying to change. Weve embedded our diversity equity and inclusion principles into our DNA from dedicated staff to employee resource groups to our company values.
We know that the perfect background for a role doesnt mean the perfect fit we encourage you to apply for a role even if you think you may not have all the qualifications.
If reasonable accommodations are needed for the interview process please do not hesitate to discuss this with the Talent Acquisition Team.
Required Experience:
Director
Employment Type
Full-Time
Key Skills
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