Rent the Runway is hiring an

Analyst, Customer Experience Strategy

Secaucus, United States

About Rent the Runway

Described by Forbes as “Tech’s Next Billion Dollar Star” Rent the Runway is set to disrupt the $1.7T Global Fashion Industry by ensuring that rental is a habitual, convenient, daily part of getting dressed. We believe that every woman in the U.S. and soon every woman in the world, should have a subscription to fashion that is powered by a mobile-first experience, aided by top-notch customer service and serviced by omni-channel capabilities. We also believe that fashion is an industry that should be democratized by giving everyone access to the real thing and the associated feelings of self-confidence that comes with. Since our launch in late 2009, we have raised over $125MM and built a transformative business model, proprietary technology all coded in-house, a unique reverse-logistics operation and one of the most beloved brands on earth. 6MM women in the U.S. are members of our community - many have used Rent the Runway for some of the most important events in their lives. We have also launched a foundation to support female entrepreneurship and help women build scalable businesses. There is a revolutionary spirit in our founding DNA that permeates to our culture today; Our team is smart, aggressive, entrepreneurial and ready to continue challenging old systems and rewriting new rules.

Position Overview

Customer Experience (CX) Strategy is responsible for improving and optimizing the overall RTR customer experience - from the first time a customer hears about RTR, to their first (and second, and third) rental, to the service they receive throughout their order, all the way through the impression they have of RTR post-rental. This role will inform key business decisions like staffing, channel optimization for issue resolution, investment in new customer tools and technologies, and user enhancements to our service. It also provides important context to our business leaders about the performance and development of our various customer outreach initiatives and strategies.

As a CX Strategy Analyst, you will be responsible for driving strategic projects across all aspects of the RTR customer journey. You will be expected to marry analytical rigor with creativity to identify and deliver insights that impact key stakeholders. Your work will be high-impact, cross-functional, and directly influence key RTR business goals.

This role is a mix of customer experience, analytics, and strategy development. Key projects and responsibilities will include:

  • Driving the operational analyses and planning for our Customer Experience team, in areas such as staffing, channel optimization, and introduction of new customer tools and tech
  • Analyzing the performance and business value of our customer communications across channels and touchpoints
  • Building a holistic picture of the RTR customer journey by designing and tracking key customer experience KPIs, and identifying areas for continuous improvement in our performance
  • Evaluating and informing our customer outreach tactics across Marketing and Customer Experience in terms of customer LTV and revenue optimization
  • Studying both RTR as well as adjacent companies and industries to identify areas of opportunity to impact our customer experience

Qualifications:

  • 2+ years experience with experience in business analysis, marketing analysis, or at a top tier management consulting firm
  • BA / BS from a top-tier university
  • Superior analytical toolkit: Excel, Powerpoint, Basic SQL and web analytics knowledge a plus
  • Well-developed communication, interpersonal and time management skills
  • Expertise in building impactful visualizations and presentations to share observations, insights, and recommendations to key stakeholders
  • Master at building compelling stories and visualizations with lots of data
  • Scrappy and comfortable working with quantitative and qualitative data across multiple channels and sources
  • Comfortable wearing multiple hats and quickly switching gears between projects and priorities
  • Demonstrated work ethic, willing to roll up sleeves to see projects from conception to completion
  • Possesses high attention to detail but can understand the big picture as well
  • Has a “let’s do whatever it takes” attitude to success and ready to jump into new opportunities to grow, evolve, and contribute to our vision

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