高级分析师, 客户洞察
Senior Analyst, Client Insights
关于Extend：
Extend正在通过提供由人工智能驱动的解决方案，彻底改变零售商及其客户的售后体验，从而提升客户满意度并推动收入增长。我们的综合平台提供自动化客户服务处理、无缝的退换货管理、端到端的自动化履行，以及产品和运输保护，同时结合Extend一流的欺诈检测功能。通过将前沿技术与卓越的客户服务相结合，Extend使企业能够建立消费者的信任和忠诚度，同时降低成本并提高利润。
如今，Extend已与超过1000家各行业的领先商家合作伙伴合作，包括时尚/服装、化妆品、家具、珠宝、消费电子、汽车零部件、体育健身等。Extend得到了业内一些最著名的科技投资者的支持，我们的总部位于旧金山市中心。
关于该职位：
我们正在寻找一名高级分析师加入我们的客户洞察团队，发挥关键作用，利用数据保护并赋能我们的商家合作伙伴。你将处于分析、产品、战略、销售和商家成功之间的交汇点；由该职位创建并负责的模型、报告和洞察将直接影响销售和商家留存。
我们的团队正在打造下一代由人工智能驱动的售后客户解决方案，而该职位将在推动这些解决方案的成功方面发挥关键作用。这是一个高影响力的职位，适合那些充满好奇心、注重细节并对将数据转化为行动充满热情的人。
你将从事的工作：
- 作为销售与潜在/现有商家之间的分析桥梁，将数据和分析转化为商业案例、定价模型和有说服力的财务叙事
- 与商家成功团队合作，构建展示投资回报率、证明扩展价值并支持续约对话的分析
- 与商家及潜在商家互动，了解报告需求，设计并交付仪表盘和绩效报告
- 分析产品数据，并与产品和工程团队合作推动产品改进，帮助制定产品路线图
- 与风险与数据（RAD）团队跨职能合作，协助制定新的欺诈分析，并将这些分析转化为易于理解的报告和产品；及时跟进模型进展
查看英文原文
About Extend:
Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions that enhance customer satisfaction and drive revenue growth. Our comprehensive platform offers automated customer service handling, seamless returns/exchange management, end-to-end automated fulfillment, and product protection and shipping protection alongside Extend's best-in-class fraud detection. By integrating leading-edge technology with exceptional customer service, Extend empowers businesses to build trust and loyalty among consumers while reducing costs and increasing profits.
Today, Extend works with more than 1,000 leading merchant partners across industries, including fashion/apparel, cosmetics, furniture, jewelry, consumer electronics, auto parts, sports and fitness, and much more. Extend is backed by some of the most prominent technology investors in the industry, and our headquarters is in downtown San Francisco.
About the Role:
We're looking for a Senior Analyst to join our Client Insights team and play a key role in how we use data to protect and empower our merchant partners. You'll sit at the intersection of analytics, product, strategy, sales, and merchant success; the models, reporting, and insights created and owned by this individual will have a direct impact on sales and merchant retention.
Our team is helping build the next-generation of AI-driven post-purchase customer solutions and this role will be instrumental in driving the success of these solutions. This is a high-impact role for someone who's curious, detail-oriented, and excited about turning data into action.
What You'll Be Doing:
- Serve as the analytical bridge between Sales and prospective/existing merchants, translating data and analysis into business cases, pricing models, and compelling financial narratives for prospects
- Partner with Merchant Success to build analyses that demonstrate ROI, justify expansion, and support renewal conversations
- Interact with merchants and potential merchants to understand reporting needs, designing and delivering dashboards and performance reports
- Analyze product data and work with the product and engineering teams to drive product improvements and help build the product roadmap
- Partner cross-functionally with the Risk and Data (RAD) team to help inform new fraud analysis and translate that analysis into easy-to-understand reporting and products; stay current on model and product changes, and translate those changes into merchant-facing insights
What We're Looking For:
- 4-7 years of experience in a business analytics, business intelligence, or TAM role
- Understanding of consumer brands, ecommerce, and important metrics and benchmarks in the industry; ideally you have used data and analysis to drive business decisions at an ecommerce company / consumer brand
- Experience working cross-functionally to drive business and product improvement
- Experience with SQL — you're comfortable querying large datasets, writing clean, efficient code, and understanding optimal data modeling
- Experience with Snowflake
- Familiarity with Tableau
- Understanding of how to use AI to drive process improvement and drive efficiency across the organization
- Strong communication skills — you can explain data clearly to both technical and non-technical audiences
- A self-starter mindset: you ask good questions, dig into problems independently, and know when to loop others in
Expected Pay Range: $124,000 - $145,000 per year salaried*
*The target base salary range for this position is listed above. Individual salaries are determined based on a number of factors including, but not limited to, job-related knowledge, skills and experience.
Life at Extend:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment.
- Competitive salary based on experience, with full medical and dental & vision benefits.
- Stock in an early-stage startup growing quickly.
- Generous, flexible paid time off policy.
- 401(k) with Financial Guidance from Morgan Stanley.
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