Customer Experience Business Analyst

The Farmer’s Dog is the fastest growing pet health service company in the US, and was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care – a fresh proposition in an industry riddled with manipulative and misleading marketing. We’re starting by radically improving the $100 billion pet food market, replacing bulk bags of highly-processed pellets with a personalized subscription service that sends healthy, freshly-made dog food, balanced by top veterinary nutritionists, directly to customers’ doors. Our ultimate goal is to create innovative, honest, and delightful experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic and forward-thinking culture uniquely position us to shepherd this backwards industry into the future.

To date, The Farmer’s Dog has delivered hundreds of millions of meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to our customers, health to their companions, and much-needed change to the way people feed and care for their pets.

#LongLiveDogs

The CX Business analyst will be vital in driving initiatives forward aimed at improving the customer experience and removing friction points at every juncture for both customers and our frontline agents. We’re looking for an analytically minded individual who can combine their knowledge of CX and customer needs with their passion for continuous improvement. You will help develop and implement comprehensive CX programs, collaborating with cross-functional teams to drive quantifiable improvements and deliver peace of mind for our customers at every touchpoint. Among many other things, this individual will be responsible for managing CX priorities and deliverables, optimizing CX workflows, and supporting other CX functions. The Business Analyst will be reporting into the CX Program Management organization, and will need to have strong project management skills, excellent communication and interpersonal skills, and the ability to work collaboratively with other functional areas. 

• Drive continuous improvement efforts by implementing initiatives to address identified pain points, optimize processes, and improve the customer and associate experience
• Prioritize and manage initiatives, feature releases, process changes, and product launches and monitor their impact on customer satisfaction and operational efficiency
• Generate actionable insights from customer data to critically evaluate and support strategic decision-making
• Provide recommendations to senior management on ways to enhance the overall customer experience and drive business growth
• Communicate complex ideas in a concise and digestible manner  with stakeholders at all levels of the organization
• Collaborate within CX and cross-functional teams including Product, Growth, and Operations to identify opportunities for process optimization
• Conduct root cause analysis to identify barriers to a seamless customer experience and propose solutions for improvement
• Develop and maintain key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives, and make relevant recommendations for iterations and opportunities for improvement

• You have a minimum of 3 years of experience as an analyst, project manager, or relevant equivalent
• You have strong analytical and problem-solving skills with the ability to translate data into actionable insights- experience with Looker or Tableau is a must
• You have a proven ability to manage multiple projects simultaneously, prioritize tasks effectively, and meet deadlines in a fast-paced environment
• You use your strong interpersonal skills to build partnerships within the organization to drive change
• You have exceptional strategic thinking and problem-solving abilities, with a track record of driving measurable improvements in customer experience metrics
• You’re obsessed with customer satisfaction and putting the customer first in all solutions

This position sits in New York City. The office is open and available for all Monday through Friday. We ask all team members to be in office a minimum of 2-3 days a week to build a collaborative and invested environment to foster our unique in-person culture we are proud to have. This office policy is subject to change at company discretion.

• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible paid time off policy
• Discounted fresh food for your pup
• Your pet interrupting video calls is now a feature, not a bug

We commit to building a competitive compensation package and company environment for all individuals to thrive. We believe in competitive base compensation rooted in location specific market data and performance along with equity ownership in the company that allows every team member to build their personal wealth as the company grows, just as much as we believe in fostering a culture that supports our team members personally, professionally, and holistically.  In addition to your base compensation offer you will also receive equity ownership in the company. More information about the value of this equity will be shared at the time of offer. This range is representative of NYC Market Data if you are applying to this role outside of the NYC area the range may change.

The Farmer's Dog, Inc. is an equal employment opportunity employer and does not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected veteran status or any other legally protected characteristic or status. For more information, please visit Know Your Rights.