Senior Data Analyst

OUR STORY

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. 

OUR VALUES

Customer First. Customer satisfaction is our highest priority.

High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.

Essential design. We don’t chase trends, and we don’t sell everything.  We’re expert curators that find the very best and bring it to you at the lowest prices.

Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.  

Environmentally and Socially conscious.  We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.

OUR TEAM AND SUCCESS 

Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.

THE IDEAL CANDIDATE:

The ideal candidate is a self-starter and problem-solver, skilled at leveraging technology and data to deliver top-tier analytics solutions. They thrive on addressing complex business challenges and are consistently effective in making high-judgment decisions at a rapid pace, even in the face of ambiguity and uncharted scenarios. Additionally, the ideal candidate is energized by a work environment where strategy, innovation, and decision-making are intentionally distributed, where transparency, agility, and data-driven insights are highly valued, and where colleagues at all levels hold each other to exceptionally high standards to serve Quince customers. This role will play a critical part in improving efficiency, reducing costs, and enhancing the overall customer experience.

RESPONSIBILITIES:

• • Analyze customer service data, including ticket volumes, resolution times, customer feedback, CSAT, and other KPIs.
  • Create dashboards and regular reports to monitor performance metrics.
  • Identify trends, root causes, and areas of improvement across support channels (email, phone, chat, social media).
  • Collaborate with Customer Service leadership to design and evaluate improvement initiatives.
  • Segment and profile customer interactions to better understand customer behavior and expectations.
  • Provide insights that inform training, staffing, and service strategy decisions.
  • Automate repetitive reporting tasks and improve data pipelines using tools like SQL, Excel, or BI platforms.
  • Support ad-hoc analyses to answer business questions and present findings to stakeholders.
  • A/B Testing:  Partner with the Storefront team to run various A/B tests to reduce contacts

REQUIREMENTS:

• Bachelor's or Master’s degree in Supply Chain Management, Business Analytics,Engineering, Mathematics, Statistics, or a related field 
• 4-7 years of experience in data analytics, preferably in an ecommerce setting.
• Proficient with SQL for data extraction and manipulation.
• Experience with Python or R for data analysis.
• Experience with data visualization tools (e.g., Tableau, Power BI, Looker, Looker preferred).
• Familiarity with customer journey mapping or voice of the customer (VoC) programs.
• Knowledge of contact center operations or support automation technologies (preferred)
• Strong analytical and problem-solving skills with the ability to interpret complex data and draw meaningful conclusions.  
• Excellent written and verbal communication skills to effectively present findings and recommendations to both technical and non-technical audiences.  
• High degree of accuracy and attention to detail to ensure data integrity and the reliability of analyses.
• Experience working in the e-commerce industry