Senior Analyst, Customer Journey Optimization

Location: Boston, Massachusetts, United States

Department: Operations Strategy

Team: Business & Operations

About the Role

The Senior Analyst, Customer Journey Optimization role within Wayfair's Operations Strategy department focuses on enhancing the end-to-end customer experience in warehouse and logistics operations. From order placement to delivery and post-order support, the Journey Optimization team drives strategic improvements in people, processes, policies, and technology to ensure seamless home shopping. This onsite position in Boston, MA (Monday-Thursday) requires applying analytical expertise to optimize both customer and agent interactions in a high-volume e-commerce logistics environment, building trust and loyalty through reliable fulfillment. Key to Wayfair's mission of being 'better than best in class' in customer service, the role involves analyzing logistics bottlenecks, improving supply chain visibility, and leveraging cutting-edge technology for operations efficiency. The analyst will collaborate with the award-winning CS team to make shopping simple and reliable, with a focus on post-delivery needs and global scalability. No sponsorship is available, emphasizing hands-on contributions to Wayfair's dynamic operations strategy.

Key Responsibilities

• Optimize customer journeys from order placement through delivery and post-order support
• Analyze and improve agent experiences in customer service operations
• Drive continuous improvements in people, processes, policies, and technology
• Leverage data to enhance logistics and fulfillment efficiency
• Collaborate with operations strategy team on global CS initiatives
• Identify bottlenecks in supply chain and customer delivery processes
• Develop strategies for seamless home shopping experiences
• Monitor post-delivery customer needs in warehouse logistics context

Required Qualifications

• Bachelor's degree in relevant field
• 2-4 years of experience in operations strategy or customer service analytics
• Strong analytical skills for process optimization
• Experience in customer journey mapping
• Proficiency in data analysis tools
• Ability to work onsite in Boston, MA (Monday-Thursday)
• Knowledge of logistics and supply chain operations

Preferred Qualifications

• Experience in e-commerce logistics
• Background in warehouse operations optimization
• Advanced degree in operations research

Required Skills

• Data analysis
• Process optimization
• Customer journey mapping
• Logistics analytics
• Operations strategy
• Supply chain knowledge
• Problem-solving
• Cross-functional collaboration
• Technology implementation
• SQL or similar querying
• Excel proficiency
• Empathy-driven decision making
• Project management

Benefits

• Onsite in innovative Boston office environment
• Competitive compensation package
• Comprehensive health and wellness benefits
• Professional development opportunities
• Collaborative team culture
• Impact on global operations strategy

Wayfair is an equal opportunity employer committed to diversity and inclusion.