Customer Experience Analyst - David : Job Details

Company:

David 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 Analyst will 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 Analysis:

• Analyze 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 Recommendations:

• Lead 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 Collaboration:

• Partner 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 Projects:

• Optimize 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 Expertise: A strong analytical background with the ability to extract insights from complex data and deliver accurate, actionable recommendations.
• Customer Obsession: A passion for creating outstanding customer experiences, driven by a deep understanding of customer needs and data insights.
• Intellectual Horsepower: High IQ, sharp attention to detail, and the ability to think strategically and execute with precision.
• Self-Starter Mindset: A proactive attitude, with a love for turning ideas into action and moving quickly to achieve results.
• Collaborative and Independent: Comfortable operating independently while clearly communicating priorities and initiatives to cross-functional teams.
• Mission Alignment: A 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 targets
• Company equity opportunity
• 100% covered Health, Vision, Dental Insurance
• 401(k)
• Additional perks, such as covered gym expenses
• Substantial and required PTO
• We 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 Process:

• Applications will be evaluated on a rolling basis.
• The target start date for this role is Winter/Spring 2025.