Senior Customer Experience Analyst

Why We Exist and What We Do:

At Dr. Squatch (www.drsquatch.com), we're raising the bar on men's personal care with our line of natural, high-performance products. We're on a high-growth, fast-moving ride, continually introducing new product categories, launching into retailers nationwide, and growing internationally. We have been recognized and certified by Great Place to Work multiple times, and we achieved status as a certified B Corp in 2023. We are looking for passionate, talented people who want to join us in our mission to inspire and educate men to be happier and healthier!

About the Role:

The Customer Experience Senior Analyst will be an integral member of a highly cross-functional team at Dr. Squatch. They will be a key advocate for our customers across the business and building important feedback loops that will help drive customer-centric initiatives forward.

A successful CX Senior Analyst will be tactical and focused on positive outcomes for Dr. Squatch customers at both the micro and macro level. We are seeking an individual who can outline and execute initiatives that will bring cross-functional teams closer to our customers.

This role will report to the Director of Cross-Functional Performance. This is a full-time role with a hybrid work schedule based in Marina Del Rey, CA.

The anticipated base compensation range for this role will be $85,000 to $95,000. Compensation will be commensurate with the candidate's experience and local market rates.

While the criteria below are helpful to have, the ideal candidate can be anyone of any background; we encourage you to apply if you are willing to learn and have a customer-centric approach to business!

What You'll Do:

• Liaise with the eCommerce and Marketing teams to ensure we are providing a seamless end-to-end shopping experience that extends beyond our product, ensuring that proposed solutions are customer-informed through research, data, and insights from our Customer Support team.
• Analyze ticket driver, cost, and other forms of customer data with the goal of providing actionable recommendations to drive continuous improvement within the business.
• Refine our Voice of Customer program and lead initiatives that will focus on continuous improvement across the business and the entire customer journey.
• Work together with Customer Experience Operations to alleviate recurring pain points and define new initiatives to surprise and delight customers.
• Collaborate with cross-functional departments to improve or scope out new industry technologies, self-service capabilities, and better educate peers on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.

What We're Looking For:

• Bachelor's degree required.
• Familiarity with eCommerce, Customer Experience, and Business Insights platforms, such as Shopify, Gorgias, Recharge, Looker, and so on.
• 2+ years of experience in a customer-focused strategic role, preferably within a high-growth startup environment, with a proven track record of advocating for impactful, customer-focused initiatives.
• Ability to work effectively and prioritize high-impact projects with multiple stakeholders of different levels across an organization.
• Highly analytical and able to work with large datasets to identify drivers and proactive remedies and suggest improvements to business processes based on your analysis.
• Experience in a high-volume customer service or support environment.
• Strong empathy for customers and a passion for providing the best outcomes for both the business and our customers.
• Ability to work effectively with multiple stakeholders of different levels across an organization.
• Analytical and able to work with large datasets to identify drivers, proactive remedies, and suggest improvements to business processes based off of your analysis.
• Familiarity with eCommerce CX Metrics or equivalent business SLAs.
• Someone who gets things done without perfect resources, is innovative, and works with a sense of urgency while staying organized.

#LI-TC1 #LI-HYBRID #LI-FULLTIME

Who We Are:

Our core values come naturally and make us a better, more whole, and unique team. We are Bold & Innovative - we are creative, rethink how things are done, and find a way. We Play to Win - we have high standards, we encourage ownership of work, we are scrappy, we act with urgency, and we invest in the outcome of our work. We are Team Squatch - we are humble, help others outside our own wheelhouse, stay positive, have fun, and have approachable and transparent leadership.

We offer a competitive salary in a growth-focused & collaborative team environment. Benefits include medical, dental, vision, 401k with Squatch match, and PTO. We also have great perks like healthy snacks, frequent company events, and of course, free products!

Diversity, Equity & Inclusion @ Squatch:

We firmly believe that Team Squatch is a place for everyone and we're proud to be an equal opportunity employer who is committed to inclusion and diversity. We do not discriminate based on any characteristic protected by federal or state law. We embrace differences and are building a company and culture that is represented by a variety of backgrounds, perspectives, life experiences, and skills.

For Applicants with Disabilities. Reasonable accommodation will be made so that qualified applicants with disabilities may participate in the application process. If you need any accommodations during the hiring process, please let us know when you submit your application and we'll do our very best to adjust as needed.

For Information regarding Data Privacy, please review https://www.drsquatch.com/pages/privacy-policy.

Unsolicited Resume Policy. Dr. Squatch ("DRSQ") employs an internal Talent Acquisition department. Exceptionally, DRSQ may choose to supplement that internal team with support from temporary staffing agencies, placement services, and/or recruiting agencies ("Agency"). Agencies are hereby specifically directed NOT to contact DRSQ employees directly in an attempt to present candidates. DRSQ's Talent Acquisition team is responsible for all candidate presentations to our hiring managers.

To protect the interests of all parties, Dr. Squatch will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to DRSQ, including unsolicited resumes sent to a DRSQ email address or mailing address, directly to DRSQ employees, or to DRSQ's resume database will be considered property of Dr. Squatch.

DRSQ will not pay a placement, service or other fee for any placement resulting from the receipt of an unsolicited resumeThis also includes partial resumes, LinkedIn profiles, general candidate profiles, and/or candidate details or information. DRSQ will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.

DRSQ's Talent Acquisition team must provide advance written approval to an Agency to submit resumes and/or profiles for a specific job-opening, and the approval must be in conjunction with a valid fully executed staffing, placement or other service agreement. DRSQ will not pay a fee to any Agency that does not have a fully executed agreement in place prior to submission, receipt and placement of candidates.