Analyst II, Customer Experience Analytics

At DraftKings, AI is becoming an integral part of both our present and future, powering how work gets done today, guiding smarter decisions, and sparking bold ideas. It's transforming how we enhance customer experiences, streamline operations, and unlock new possibilities. Our teams are energized by innovation and readily embrace emerging technology. We're not waiting for the future to arrive. We're shaping it, one bold step at a time. To those who see AI as a driver of progress, come build the future together.
The Crown Is Yours
As an Analyst II, Customer Experience Analytics, you'll turn data into decisive action that shapes how we deliver seamless, high-quality experiences to our customers. You'll partner closely with Customer Experience and cross-functional teams to reduce friction across the user journey while optimizing support interactions when they matter most. In this role, you'll own critical data infrastructure, uncover trends in customer behavior, and translate complex analyses into insights that influence strategy and improve operational performance. Your work will drive smarter decision-making, elevate the customer experience, and scale impact across evolving products and markets.
What you'll do as an Analyst II, Customer Experience Analytics

• Transform complex, large-scale customer and operational datasets into strategic insights that reduce support friction and improve the end-to-end customer experience.
• Translate sophisticated analyses into clear, compelling narratives that influence Customer Experience and cross-functional stakeholders, driving alignment on key priorities.
• Lead the design, execution, and analysis of experiments to improve support efficiency, customer satisfaction, and self-service capabilities.
• Partner with Customer Experience, Product, Operations, and Analytics teams to refine strategies that minimize customer effort and optimize support interactions.
• Build, automate, and continuously improve scalable reporting frameworks and dashboards that provide visibility into customer behavior, support trends, and operational performance.
• Identify emerging trends and root causes in customer issues, proactively recommending solutions that enhance experience and reduce support volume.

What you'll bring

• A Bachelor's Degree in Mathematics, Data Science, Engineering, Economics, Business, or a related field.
• At least 2 years of analytics or data science experience.
• Experience working with programming languages such as SQL, Python, R, SAS, or Matlab.
• A strong understanding of statistics and hypothesis testing; experience building models is a plus.
• The ability to translate complex data into clear, actionable insights for both technical and non-technical audiences.
• Curiosity, strong problem-solving skills, and a demonstrated ability to uncover insights that improve customer experience and operational outcomes.

#LI-SG2
Join Our Team
We're a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don't worry, we'll guide you through the process if this is relevant to your role.
The US base salary range for this full-time position is 76,800.00 USD - 96,000.00 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.