Lead Analyst, Customer Care and Customer Experience
India, remote
Who we are:
Vista's Engineering organization is working to make our company one of the world's most well-known and successful data-driven companies. The cross-functional team includes analysts, software and data engineers, architects, data scientists, product owners, and more - all passionate about providing Vista with solutions, insights and tools to develop products and services customer love. Vista Engineering team members are empowered to learn new skills, communicate openly and be active problem-solvers.
We work in close collaboration with our partners in the business, Customer Service, Product Development, and Marketing as we embark on an exciting journey to upgrade our customer service with advanced analytics. Vista is a leader in custom designs and professional marketing for small businesses and offers phenomenal customer service. Our goal is to empower our teams with innovative data analytics solutions and actionable insights, enabling them to deliver an exceptional customer experience and drive continuous improvement.
What You Will Do:

• Be a central part of our mission to become the expert design and marketing partner for small businesses by helping teams across Vista to understand their impact on customer experience and how they can become more customer-centric.
• As an analytics partner, be an integral part of the CARE Product Development team that creates innovative solutions to create excellent support and a world-class experience for our customers, specialists, and designers.
• Explore, analyze and model data from various contact center data sources to create holistic reporting of the performance, drivers, and trends of Contact Center Operations and to understand the impact of improvement drivers for customer experience and efficiency as well as to identify improvement opportunities for the Product teams.
• Deliver data insights in actionable, informative and visually exciting user interfaces, enabling stakeholders to understand current performance and trends, key drivers of experience as well as prioritized areas for action.
• Design, give advice on, and execute a/b/n tests to optimize the customer experience, analyze results to provide insightful recommendations to the business, and build self-service experimentation capabilities for the Product team.
• Coach more junior analysts and guide their work to deliver best-in-class analytics for stakeholders.
• Collaborate with CARE, analytics, engineering, and other business colleagues from all over the world who understand the value of a truly diverse and cross-functional workplace. At Vista, your voice and expertise are heard!
• Collaborate in a fast paced, agile environment that focuses on delivering customer value early and often.

Your Qualifications:

• Passionate about data and technology. Proficient in SQL and in creating great self-service dashboards, e.g., in Tableau or Looker. Other programming languages/analytics platforms (e.g., Python, R, Google Analytics) and experience with hypothesis testing is a strong plus.
• A resourceful and pro-active problem solver. Strong analytical thinking, excellent organizational skills, strong attention to detail, an ability to effectively deliver on projects and support multiple business partners as well as a drive to pro-actively see, follow-up, and resolve analytical problems.
• Have a growth mindset. A continuous self-learner by nature. Sees challenges as an opportunity to grow. Thinks setbacks and mistakes are valuable learning moments; effort and feedback are essential tools to grow.
  Customer-focused and partnering with stakeholders. Ability to not just think about improving the end customer experience, but also to build intuitive analytics tools by partnering closely with the internal user - advising and educating them on data-related topics and help the team to develop and follow a data-driven approach to Product Development.
• Inquisitive by nature. Comfortable with exploratory analysis and statistical techniques and able to find meaningful patterns and trends in the data; ability to tackle complex problems, drawing inferences from data, and create workable solutions based on business rules.
• Experienced. Minimum 7 years of experience in analytics, preferably in eCommerce environment. Bachelor's degree in Business, Mathematics, Statistics, Computer Science, Engineering, Economics or related field from a top-notch university. Experience in tech startups or management consulting and in Experimentation is a plus.

Why You'll Love Working Here:
We strive to give you everything you need to learn, grow, and succeed and take a step forward in your learning journey - and your life. Through constant learning, collaboration, and perpetual exposure to what's next, we're always pushing boundaries and broadening our horizons.
At Vista, we put great importance into the wellbeing of our employees, which is why we offer perks that ensure an excellent work/life balance. Perks include flexible schedules, work from home capabilities, and very generous time off, including our outstanding sabbatical-like program, "Vistabreak", to name a few!
About Us:
As an e-commerce powerhouse, Vista is a dynamic organization that maintains an exciting, entrepreneurial culture. With founder Robert Keane as chairman and Florian Baumgartner as CEO, we've renewed our focus on empowering and helping small businesses to successfully market and grow their business. To do this, we create customer value (and delight) through accessible, cutting-edge technology. We thrive on providing opportunities for exploration, collaboration, innovation and growth - for both our customers and our team.
Equal Opportunity Employer:
Vista, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.
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