Lead Data Scientist collaborating with teams to develop analytic solutions for financial services clients. Delivering insights and fostering relationships to drive B2B customer value.
About the role
- Head of Analytics leading strategies for Customer Care and Shipping Analytics at Back Market. Focused on elevating customer satisfaction and operational efficiency through data-driven insights.
Responsibilities
- You'll drive analytics strategy across Customer Care and Shipping to elevate satisfaction, reduce costs, and improve delivery experience.
- Your insights will directly influence BPO performance, AI automation, carrier selection, and product roadmap priorities.
- Own satisfaction metrics across all care channels, diagnosing root causes and delivering actionable insights that improve resolution quality and reduce cost per contact.
- Build measurement frameworks for AI-powered care tools including agent QA scoring, volume forecasting, and automation ROI evaluation.
- Lead shipping analytics strategy: drive OTD improvement, carrier performance monitoring, and fraud detection while optimizing BackShip adoption.
- Partner with Product and Operations to quantify how product improvements impact care demand, translating findings into roadmap priorities that reduce Contact Rate.
- Provide data-driven scorecards for BPO partners and sellers, ensuring they meet Back Market quality standards.
- Develop end-to-end shipping economics models connecting logistics KPIs to customer retention and marketplace trust.
- Lead and mentor a team of analysts and analytics engineers, cultivating data-informed decision-making across the organization.
- Own analytics engineering: build scalable data pipelines in BigQuery and optimize data models for effective AI-enabled analysis.
Requirements
- 7+ years of experience in analytics or user research, with proven marketplace experience driving exceptional customer outcomes
- Excellent analytical skills combined with effective use of qualitative data and user research to deliver actionable insights
- Comprehensive knowledge of key metrics: NPS, CSAT, Order Cycle Time, Perfect Order Rate, and their strategic drivers
- Strong understanding of how product experience impacts customer care demand and resolution
- Experience with customer care automation and AI tools (both customer-facing and internal) to improve operations
- Excellent communication and project management skills—you simplify complex concepts for diverse audiences
- Strong ability to manage cross-functional teams and collaborate with stakeholders including BPOs and external partners
- Familiarity with BigQuery and advanced data analytics skills.
Benefits
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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