Senior Analyst, Customer Experience

Boston, MA

DraftKings Inc. (Nasdaq: DKNG) is a digital sports entertainment and gaming company. It’s simple, at DraftKings, we believe life’s more fun with skin in the game. For that reason, we’re committed to responsibly creating the world’s favorite games and betting experiences. Headquartered in Boston, MA, with offices around the globe, we believe we can continue to define what it means to be a technology company in sports entertainment. We love what we do, and think you will too.

Lead a game-changing team.
We’re growing rapidly and are searching for a Senior Analyst to partner closely with the Customer Experience team and drive the strategy behind how we both limit a customer’s need for support interactions while also making them as simple as possible when those interactions happen. You’ll work with a team of analysts and operators to create tests and measure the impact of various tactics, develop insights about support interactions, and enhance the means through which customers interact with our brand. Sound good to you? Join us.

What you’ll do as a Senior Analyst:

  • Partner with the Customer Experience team to evaluate performance metrics and develop strategies to best serve DraftKings users.
  • Build and execute test plans and play a vital role in driving the learning agenda for the Customer Experience team.
  • Work with partners across the business to implement and evaluate the performance of various initiatives and product changes.
  • Develop standard reporting for business results like customer satisfaction, time to resolution, and productivity.
  • Forecast key metrics including demand for service and staffing needs.

What skills you will use:

  • Ideally, you have 3+ years of business analytics experience, preferably at an e-commerce company.
  • You have experience with SQL, SAS, and Matlab. Additional programming language experience is a plus.
  • Knowledge of statistics and hypotheses testing. Model building experience is a plus.
  • You thrive in a fast-paced environment.
  • You have a BS in Mathematics, Business, or a related field.

Who are we a good fit for?
We love working with talented people but more than that, we seek out compassionate co-workers with a collaborative spirit. Our work moves quickly and we’re great at coming together to find creative solutions to some of tech’s most interesting problems. If that sounds good to you, join us.

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As a technology company at our core, DraftKings believes that the best innovation comes from diverse perspectives, thoughts, beliefs, ideas, and experiences. We consistently push boundaries and challenge the conventional to ensure our culture and products reflect the expectations of our employees, and the customers we serve.

We’re proud to believe that your gender, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability should have nothing to do with our hiring practices. We’ll never discriminate against anyone’s background or creed. If you’re good at what you do, we want you to do it at DraftKings.

You may be required to become licensed through applicable regulatory agencies.

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