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Senior Analyst - Customer Experience

  • Remote - US | Boston, MA
  • Analytics
  • JR4627
  • Full Time

Lead a game-changing team.

We’re growing rapidly and are searching for a Senior Analyst to partner closely with the Customer Experience team to drive the strategy behind how we both limit a customers need for support interactions while also helping to make them as simple and straightforward as possible when those interactions happen. You’ll work with a team of analysts and operators in 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:

  • Work in close partnership 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 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 you'll bring:

  • At least 3 years of business analytics experience

  • Experience with SQL, additional programming language experience is a plus

  • Knowledge of statistics and hypothesis testing. Model building experience is a plus

  • Ability to thrive in a fast-paced environment

  • Bachelor’s Degree in Mathematics, Business, or a related field

This position can sit in either the Boston office or remote; however, this work is to be performed entirely outside of Colorado.

#LI-NP1 #REMOTE


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. 

We are DraftKings.

We’re inspired by our shared passion for developing creative solutions to complex challenges and empowering the people around us to do their best work. We are industry leaders in the digital entertainment and technology space propelled by constant curiosity and diverse perspectives.

Our teams are fueled by innovation. We are looking ahead, building what’s next, and continuously reinventing the industry. We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston, with teams around the world and an expanding global presence.

Join Us!

We strive to create a place where all feel safe, empowered, engaged, championed, and inspired. DraftKings is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.

Ready to build what’s next? Apply now.

As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

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