Customer Experience Analyst

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our state-of-the-art office on two core days, typically Tuesday, Wednesday, or Thursday - working together in person and choosing where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure. 

About the Job

The SimpliSafe CX Analytics team is looking for an Analyst to co-own performance for our rapidly growing Telesales and Loyalty channels - both key strategic priorities for SimpliSafe's future growth. In this role, you won't just measure a team of 150+ agents driving new customer acquisition and subscriber retention - you will help set the strategy that determines whether they succeed.

This is a unique opportunity to build deep, sustained fluency in how Telesales and Loyalty actually operate - and to use that fluency to identify what the business should be doing differently, not just report on what it did. You will define the KPIs that matter, understand what truly drives them, forecast where they're headed, and then support experiments aimed at identifying the right tactics to beat that forecast. You will share accountability for the outcome with Operational leadership, not just for the accuracy of the analysis. Your responsibilities will include:

• Own the full KPI lifecycle for Telesales and Loyalty performance: define the right KPIs at the channel and agent level, build and maintain the forecasts for them, and develop a deep understanding of what drives them
• Originate and lead experimentation aimed at beating those forecasts - partnering with the business to identify test ideas and ensuring rigorous setup and measurement so the business can trust the read
• Get close enough to the operation - the agents, the workflows, the day-to-day realities of Telesales and Loyalty - to spot risks and opportunities Operations can't see from the inside, and bring recommendations to leadership before they ask
• Share accountability with Operational leadership for the business results, not just the integrity of the analysis - success is measured by whether Telesales and Loyalty performance improves, not just whether the reporting is right
• Serve as data steward for the datasets underlying these KPIs, and use AI tools and automation to eliminate as much manual reporting and one-off analysis as possible - reinvesting that time into the work above

Qualifications:

• BS in a quantitative field or equivalent experience (Computer Science, Statistics, Mathematics, Operations Research, Mechanical Engineering, Physics, or related field)
• 3+ years of equivalent experience, or Masters + 3 years
• Strong technical skills, including experience with query and data visualization tools. SQL and Excel are core requirements; experience with Tableau, Hex, or programming languages (Python, R, etc.) is a plus
• Track record of proposing ideas and driving them to business impact, not just delivering requested analysis - comfortable being judged on whether the business outcome moved, not only on whether the work was correct
• Experience designing and running experiments or pilots - including forming the hypothesis, not just measuring someone else's
• Strong analytical and creative problem-solving skills, with extreme attention to detail and the ability to work collaboratively in a dynamic, cross-functional environment
• Excellent communication skills, with the ability to synthesize concepts for non-technical audiences and effectively engage partners across all levels of the company
• Genuine interest in learning how a complex operation runs day-to-day - willing to spend real time with Ops and agents, not just their data - in order to identify the question behind the question
• Comfort using AI tools to accelerate data prep and analysis, so more time goes toward business understanding and origination
• Experience supporting contact center operations is a plus

What Values You’ll Share

• Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

What We Offer

• A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive  
• A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families (For more information on our total rewards please click here)
• Free SimpliSafe system and professional monitoring for your home. 
• Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change.

The target annual base pay range for this role is $80,000 to $105,000

This target annual base pay range represents our good-faith estimate of what we expect to pay for this role. We use a market-based compensation approach to set our target annual base pay ranges and make adjustments annually. We carefully tailor individual compensation packages, including base pay, taking into consideration employees’ job-related skills, experience, qualifications, work location, and other relevant business factors. 

Beyond base pay, we offer a Total Rewards package that may include participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits. More details can be found here.

We’re committed to fair and equitable pay practices, as well as pay transparency. We regularly review our programs to ensure they remain competitive and aligned with our values.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact  [email protected].