Are you looking for a company that encourages passion, courage and creativity, where you can be on a team crafting the future of global commerce? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious work environment, join eBay!Global Customer Experience (GCX): Customer Insights AnalystThe GCX Insights team supports GCX goals to help eBay customers and to tackle their problems in the simplest, the easiest way possible, so they can feel phenomenal about eBay. We do this by deeply understanding customer data from multiple listening posts, including: Data Warehouse, post-contact surveys, call listening, working with subject matter experts within GCX, and more. We distill this information to make it easy to understand and useful, so that internal partners at all levels can make informed strategic and operational decisions.Our goal, and how we measure our success, is to be the voice of our customers, sharing insights about them with partners inside and outside of GCX that is clear, accurate, and practical.Key ResponsibilitiesIdentify and understand customer struggles using data from various inputs, including: Office of the President critical issues, Data Warehouse, & customer surveysDistill sophisticated customer issues into clear stories for leadership or executive audiences that drive improvements for customers, GCX, and eBaySupport requests from business partners to resolve customer friction by: Asking the right questions to form clear problem statements, Clearly defining the scope of the request, Communicating effectively and often with project team members, and Meeting all project due datesLead and work closely with other analysts on the team to relentlessly find innovative ways to analyze data and present it in a manor that encourages others to take the right actions for eBay customersContinuously improve your understanding of eBay customer needs and challenges from personal experience with eBay products and processesJob RequirementsThis is a Hyrbid Role with the employee working out of either our Austin, Texas or Salt Lake City, Utah Office4-yr degree in Business Management or similar field, or equivalent experience2+ year(s) experience working w/large customer datasets in a call center environment1+ year(s) knowledge of eBay processes related to customer support, especially regional Lines of Business, Customer Service Tools including Agent Desktop and CSKBFamiliarity with eBay customers’ biggest points of friction (volume drivers and/or high pain) across multiple regionsPlus one year of experience supporting projects as a project team participant; experience leading project teams is idealMore than a year's worth of experience telling sophisticated customer stories in a way that is simple and clear to peers and leadersAbility to build cross-functional relationships (high emotional intelligence). Desire to work with peers to help each other and the team succeed1+ year experience with these systems and tools: Microsoft Office (especially Excel and PowerPoint), MicroStrategy (BIX), eBay’s Data Warehouse and SQL, Data visualization tools (Tableau, MicroStrategy),Additional experience preferred with: Customer survey data and methodology, Speech and text analytics methods & tools (NICE, Qualtrics), Basic statistics (correlation, linear regression, etc.).Benefits are a crucial part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.Here at eBay, we love crafting opportunities for others by connecting people from widely a diverse set of backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/#LI-JG1eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement.Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes residents of Colorado, Hawaii and New Mexico. This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.
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