Customer Care Insight Analyst

*** This role operates under ahybrid schedule and requires regular in-office attendance in Boston MA. Only local candidates will be considered. ***

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business increase sales engage guests and keep employees happy.

As a Customer Care Insight Analyst you will support the Care organization in getting behind the Why and the How of our customer interactions using a business-focused analytical skill set. Our team is passionate about using data to better understand the customer experience and bringing insights to action. This includes analyzing contact drivers and customer intents as well as our internal processes and policies for handling customers needs and pain this role you will work in close partnership with our Care Experience Management and R&D teams to inform and prioritize roadmaps as well as our Workforce Management and Agent teams to coordinate our use of data for driving action. Success for our team is to be able to drive change through creative data-driven thinking influential storytelling and a customer-centric mindset.

The ideal candidate has a track record of delivering results in a fast-paced environment excellent business judgment and is comfortable with owning work end-to-end. They should have a demonstrated ability to break down complex problems deliver recommendations and have a critical eye for detail.

About this roll* (Responsibilities):

• Proactively identifies insights using a strong business acumen and understanding of our stakeholders priorities
• Leads analysis efforts as data subject matter expert for new processes and tooling
• Uses a business-case mindset to understand ROI of proposed recommendations key assumptions and activities needed for success
• Communicates clearly knowledgeably and transparently with project stakeholders to build trusted relationships and enhance business outcomes.
• Coordinates efforts between the Data Infrastructure and Operations teams to obtain new data sources and understand their value
• Looks for opportunities to both optimize and automate analyses and develop dashboards for more efficient identification of insights
• Demonstrates strong technical skills when connecting data sources extracting data and performing analysis.

Do you have the right ingredients* (Requirements):

• 2-4 years of experience in analytical roles.
• Strong SQL skills and familiarity with building interactive dashboards in tools such as Tableau Sigma or Hex.
• Experience analyzing large data sets and distilling actionable insights.
• Ability to flex between projects that balance speed to and depth of insight.
• Strong data visualization skills - including ability to build quickly and accurately across different tools.
• Data driven customer centric always curious asking questions and anticipating challenges.
• Demonstrated ability to apply business acumen to technical analytic approaches and outputs.

Special Sauce* (Nice to Haves)

• Bachelors Degree
• Experience and interest in working with AI tools to derive insights.
• Experience with analytics in a customer-focused field: customer experience customer service marketing product and business operations.
• Experience with data platforms extraction and automation.
• Experience participating in recurring business reviews with leadership teams

AI at Toast

At Toast were Hungry to Build and Learn. We believe learning new AI tools empowers us to build for our customers faster more independently and with higher quality. We provide these tools across all disciplines from Engineering and Product to Sales and Support and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; its a core part of our culture.

Our Spread of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract retain and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters changing needs. Learn more about our benefits at puns encouraged but not required