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- Tasks: Lead analytics to enhance customer experience and engagement at Back Market.
- Company: Back Market is a global marketplace for refurbished tech, promoting sustainability and affordability.
- Benefits: Enjoy hybrid work, flexible days, and impactful work that benefits the planet.
- Why this job: Join a mission-driven team focused on innovation and continuous improvement in customer experience.
- Qualifications: 8+ years in analytics with expertise in A/B testing and data science required.
- Other info: Diversity and inclusion are core values; all backgrounds encouraged to apply.
The predicted salary is between 48000 - 72000 £ per year.
Hi, we’re Back Market. We’re here to help make tech reliable, affordable, and better than new. We’re a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.
Are you ready to join us?
ABOUT THE ROLE:
As the Head of Customer Experience Analytics at Back Market, you will lead a high-impact analytics function that empowers teams with data-driven insights to enhance customer engagement, retention, and overall experience. You will own the experimentation framework, predictive analytics strategy, and performance measurement across key customer touchpoints, ensuring our decision-making is deeply rooted in data. This includes onboarding funnel optimization, LTV/churn modeling, feature adoption analysis, and in-app behavioral segmentation.
Your leadership will drive a culture of experimentation and continuous optimization, working cross-functionally with product, marketing, and business teams. By building and mentoring a team of analysts, you will enable Back Market to refine the customer journey, optimize engagement strategies, and maximize customer lifetime value.
YOUR MISSION (IF YOU ACCEPT IT):
- Strategic Vision & Stakeholder Partnership
- Collaborate with senior product and business stakeholders to define the vision for a best-in-class end-to-end customer experience.
- Set priorities for key analytics projects and define the metrics that matter for impact tracking.
- Align on the enabling data strategies, platforms, and features that support long-term growth and insight generation.
- Experimentation & Measurement
- Build and lead a best-in-class experimentation function, ensuring robust testing methodologies.
- Develop frameworks for test design, execution, and impact measurement across CX initiatives.
- Provide thought leadership on experimentation culture, processes, and best practices.
- Predictive & Advanced Analytics
- Lead the development of predictive models to optimize customer engagement, LTV, and retention.
- Leverage machine learning and statistical techniques to identify trends and customer behaviours.
- Establish scalable analytics frameworks for measuring CX impact across multiple touchpoints.
- Measurement & Performance Tracking
- Define and implement measurement strategies for customer journey improvements and service adoption.
- Develop dashboards and reporting structures to provide actionable insights for business teams.
- Ensure alignment between analytics, product, and business teams on KPIs and success metrics.
- Team Leadership & Cross-Functional Collaboration
- Build and mentor a high-performing team of analysts, data scientists and/or analytics engineers.
- Act as a strategic partner to product, marketing, and business teams, translating insights into action.
- Drive a data-driven culture within the organization, advocating for analytics-led decision-making.
YOU ARE IN THE RIGHT PLACE IF YOU HAVE:
- 8+ years of experience in product analytics, customer analytics, data science, or a related field, with a proven track record in experimentation and predictive analytics.
- Strong expertise in A/B testing, causal inference, and statistical modeling techniques.
- Proficiency in SQL, Python, or R, with experience in building scalable analytics solutions.
- Experience with visualization tools (e.g., Tableau, Looker), Product Analytics tools (e.g. Amplitude, MixPanel) and experimentation platforms (e.g., StatSig, Cloudbees).
- Demonstrated ability to lead and grow a high-performing data team.
- Excellent communication skills with the ability to translate complex data into actionable insights.
- Strong stakeholder management skills, working effectively with product, marketing, and leadership teams.
WHY SHOULD YOU JOIN US?
At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment.
Head of Customer Experience Analytics employer: Back Market
Contact Detail:
Back Market Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience Analytics
✨Tip Number 1
Familiarise yourself with Back Market's mission and values. Understanding their commitment to sustainability and customer experience will help you align your insights and strategies with their goals during discussions.
✨Tip Number 2
Prepare to discuss your experience with A/B testing and predictive analytics in detail. Be ready to share specific examples of how your analytical insights have driven customer engagement and retention in previous roles.
✨Tip Number 3
Showcase your leadership skills by discussing how you've built and mentored high-performing teams in the past. Highlight your approach to fostering a data-driven culture and collaboration across departments.
✨Tip Number 4
Be prepared to talk about the tools and technologies you’ve used, such as SQL, Python, or R, and how they’ve helped you create scalable analytics solutions. This will demonstrate your technical proficiency and readiness for the role.
We think you need these skills to ace Head of Customer Experience Analytics
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in product analytics, customer analytics, and data science. Emphasise your expertise in A/B testing and predictive analytics, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences through data-driven insights. Mention specific examples of how you've successfully led analytics projects or teams in the past.
Showcase Technical Skills: Clearly outline your proficiency in SQL, Python, or R, and any experience with visualisation tools like Tableau or Looker. Highlight any relevant projects where you built scalable analytics solutions.
Demonstrate Leadership Experience: Since the role involves building and mentoring a team, include examples of your leadership experience. Discuss how you've fostered a data-driven culture and collaborated with cross-functional teams to achieve business goals.
How to prepare for a job interview at Back Market
✨Understand the Company Mission
Before your interview, make sure you fully grasp Back Market's mission to promote refurbished tech and its environmental benefits. This will help you align your answers with their values and demonstrate your commitment to their cause.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples of your experience with A/B testing, predictive analytics, and data-driven decision-making. Be ready to explain how you've used these skills to improve customer experiences in previous roles.
✨Prepare for Technical Questions
Since the role requires proficiency in SQL, Python, or R, brush up on your technical skills. You might be asked to solve a problem or explain your approach to building scalable analytics solutions during the interview.
✨Emphasise Team Leadership Experience
Highlight your experience in leading and mentoring teams. Discuss how you've fostered a data-driven culture in past roles and how you plan to build and support a high-performing analytics team at Back Market.
