Toast
We power successful restaurants.
Boston, MA
Remote

Senior BI Analyst, Customer Experience

Sorry, this job was removed at 7:09 a.m. (EST) on Tuesday, June 8, 2021
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Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

Bready* to make a change?

The Senior BI Analyst, Customer Experience will serve as the primary analytical resource for Customer Success and Product leadership and be a key cog in our growing Business Intelligence team.Their focus will be on extracting insights from customer feedback, product usage, and other sources with the goal of improving customer experience. The ideal candidate is a self-starter, who is able to identify patterns in noisy data. This person will need to break down complex problems and clearly communicate their findings to all levels of stakeholders. The ideal candidate will have a track record of delivering results, complete ownership of work and outputs, finding a way to work through barriers, finding ways to work efficiently, and excellent business judgment. They should have a demonstrated ability to think analytically about the business, deliver concrete results under ambiguity, have a critical eye for detail, and have high expectations and standards. 

About this roll* (Responsibilities):

  • Drive insights and identified opportunities to improve customer experience across Customer Success, Operations, and Product 
  • Use quantitative and qualitative data to find patterns in customer behavior for actionable, proactive interventions
  • Compile findings and present to stakeholders and leadership with clear recommendations and next steps
  • Identify gaps/opportunities to improve our data warehouse, synthesize requirements to the Data Engineering team, and enable stakeholders to surface new insights
  • Answer business questions through independent investigation / data forensics. Identify operational inefficiencies, data quality issues, and behavioral trends.

Do you have the right ingredients* (Requirements)?

  • 3+ years experience in Business Intelligence, Data Analytics roles and/or Bachelor's degree in an advanced quantitative field (or equivalent experience); such as mathematics, economics/finance, computer science, or physical science
  • Python (Pandas, NumPy, etc) or R proficiency 
  • SQL (Structured Query Language) expert 
  • Experience with predictive analytics, sentiment analysis, and NLP
  • Ability to efficiently analyze large volumes of data, quickly draw insights, and present concise/clear recommendations of results
  • Ability to work effectively in a dynamic, changing environment and to adapt while focusing on key goals and objectives
  • Demonstrated problem solving with experience providing business insights and recommendations from data sets, both individually and in a group setting

Special Sauce* (Nonessential Skills/Nice to Haves)

  • Data visualization experience with tools such as Looker or Tableau 
  • Experience with data mining

*Bread puns encouraged but not required

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What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
We have 14 employee resource groups, known as Toast Communities, dedicated to empowering employees.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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