Customer Experience Analyst

CompanyDavid creates tools to increase muscle and decrease fat. Our first product is a protein bar. More broadly, David is a platform to develop high-protein, low-calorie, blood-sugar-friendly foods that are craveable.This is a compelling opportunity to join an exciting new food brand as we enter a critical growth stage. David is led by CEO Peter Rahal, the Cofounder and Former CEO of RXBAR ($600M exit to Kellogg in 2017). We have strong aspirations to become the most popular high-protein bar in North America and beyond.Role and Responsibilities:The Customer Experience Analystwill play a critical role in driving customer-centric improvements across all our business, with a particular focus on our online experience. Reporting directly to the Director of Service, this role will use customer feedback and data to identify opportunities for impactful changes, work cross-functionally to oversee implementation, and measure results.Customer Data AnalysisAnalyze diverse data sets, including customer conversion funnels by customer funnel/journey, service ticket trends, website analytics, and CSAT metrics - all to uncover actionable insights.Conduct both qualitative and quantitative analysis to understand customer behavior and sentiment.Strategic RecommendationsLead analysis and provide data-driven recommendations to enhance customer experience, drive revenue and profitability growth, increase satisfaction, and reduce churn.Present insights clearly and concisely, emphasizing customer impact, revenue implications, and operational efficiency.Cross-Functional CollaborationPartner with Growth & Marketing, Supply Chain, Retail, and Finance teams to implement changes supported by customer data analysis.Collaborate in the execution of recommended strategies and measure their effectiveness with internal teams and external partners.This role has high overlap with the Marketing function with a focus on optimizing a high-converting website that remains on brand and tailored to the marketing initiatives / digital ads that Marketing is running.Example ProjectsOptimize subscription touchpoints to minimize churn.Design and measure efficacy of tailored customer journey funnels to increase purchase rate on our website.Analyze return policies to improve customer satisfaction.Recommend fulfillment carriers based on carrier claim data and product delivery feedback.What you'll bring:Analytical ExpertiseA strong analytical background with the ability to extract insights from complex data and deliver accurate, actionable recommendations.Customer ObsessionA passion for creating outstanding customer experiences, driven by a deep understanding of customer needs and data insights.Intellectual HorsepowerHigh IQ, sharp attention to detail, and the ability to think strategically and execute with precision.Self-Starter MindsetA proactive attitude, with a love for turning ideas into action and moving quickly to achieve results.Collaborative and IndependentComfortable operating independently while clearly communicating priorities and initiatives to cross-functional teams.Mission AlignmentA desire to contribute to an early-stage CPG company with the mission to help people increase muscle and decrease fat.Practicalities:This is a full-time role.Salary: $90-110k per year, inclusive of cash bonus based on attainment of company targetsCompany equity opportunity100% covered Health, Vision, Dental Insurance401(k)Additional perks, such as covered gym expensesSubstantial and required PTOWe work in the office 5 days per week in New York City - when culture lines up, it is fun to be in the office together.Application ProcessApplications will be evaluated on a rolling basis.The target start date for this role is Winter/Spring 2025.

Created: 2025-01-15