Senior Analyst, Customer Experience

*This is a 100% on-site position (Monday-Friday) in our Tempe, AZ headquarters.

About Carvana

If you like disrupting the norm and are looking to join a company revolutionizing an industry then you will LOVE what Carvana has done for the car buying experience. Buying a car the old fashioned way sucks and we are working hard to make it NOT suck. At Carvana, our customers can hop online to…

• Search and browse our inventory of over 20,000 vehicles that we own and certify.
• Narrow down search results using highly intelligent filtering tools/components.
• View vehicle details, Carfax reports, and 360 rotating studio images for every vehicle.
• Secure financing in minutes using Carvana’s in-house service or their own bank.
• Interact with GUI components to easily customize loan length, down payment, and monthly payment.
• Generate, upload, and eSign all documents online (no ink necessary).
• Schedule front door delivery or pick up at one of our vending machines.
• Trade-in their existing vehicle or just sell it to Carvana (no purchase necessary).

For more information on Carvana and our mission, you can learn more about what it’s like to work here from the people that already do.

About the team and position

The Customer Experience (CX) Analytics team is passionate about utilizing data to identify trends, inform decision-making, and build great products. Our mission is to leverage our business knowledge and advanced reporting capabilities to continuously improve the customer experience and drive operational efficiency. The CX Analytics team is a charismatic group of life-long learners searching for someone who believes in our values of putting the customer first, embracing diverse perspectives, and leading impactful change.

This role supports the entire Customer Experience department, collaborating with product and engineering teams to develop internal tools and systems. It’s ideal for someone who can seamlessly work with both technical and non-technical stakeholders to drive impactful change.

If you are excited about the possibility of contributing to this collaborative and inquisitive team, please read the “What You’ll Be Doing” section below for additional information!

What you’ll be doing

• Using Your Technical Chops:
  • SQL! SQL! SQL! We use it all the time in this role and we're looking for someone who lives and breathes it. **FYI- we'll be sending out a SQL test as the part of the process, so be on the lookout.
  • Utilize business intelligence related tools and concepts such as Tableau and Looker, SQL (primary Snowflake), relational database design, Python, etc. to solve operational problems.
  • Lead the charge in extracting, cleansing, and visualizing data using the tools and techniques described above.
  • Understanding of experimentation and A/B testing best practices and principles.

• Being An Awesome Stakeholder:
  • Add business value by helping architect, design, and prototype solutions to streamline and optimize business processes.
  • Work with end-users to validate data and ensure buy-in with new reporting or analysis.
  • Collaborate with product, engineering, and other analytics stakeholders to understand business processes and deliver data so that non-technical resources can understand and respond as needed.
  • Become an expert on current operations across various departments and work cross-functionally with stakeholders and other analysts.

• Looking Towards The Future:
  • Provide feedback and coaching to team members to support their performance and professional development.
  • Train other analysts to succeed on the Customer Experience Analytics team.
  • Develop and maintain forecasting models to support staffing and ensure our operations team is making necessary adjustments.
  • Collaborate with our leaders to design systems to capture granular data to drive future decisions and help prioritize engineering efforts around proposed technology solutions.
  • Always be proactively solving problems by thinking both big and small.

What you should know/have:

• Bachelor’s degree in Business Administration, Economics, Engineering, Finance, Math, Supply Chain, or similar field from an accredited undergraduate institution required.
• 3-5 years of experience in data, reporting, or analytics.
• Exceptional analytical skills, proficient in Excel, Python, SQL, and Tableau or Looker.
• Ability to collaborate with multiple business units.
• Curiosity to continue learning new analytical methods and tools (ETL processes, Python, etc.).
• Ability to work cross-functionally with engineering, data science, and business teams and communicate across them in a clear and concise manner understood by all. 
• Flexibility to move and shake with competing and changing priorities.

What we’ll offer in return

• Full-Time Hourly Position with a competitive salary
• Medical, Dental, and Vision benefits
• 401K with company match
• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more
• A great wellness program to keep you healthy and happy both physically and mentally
• Access to opportunities to expand your skill set and share your knowledge with others across the organization
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development
• A seat in one of the fastest-growing companies in the country

Other requirements

To be able to do your job at Carvana, there are some basic requirements we want to share with you.

• Must be able to read, write, speak and understand English.

Of course, we’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs. 

Legal stuff

Hiring is contingent on passing a complete background check.  This role is not eligible for visa sponsorship.

Carvana is an equal employment opportunity employer.  All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law.  Carvana also prohibits harassment of applicants or employees based on any of these protected categories.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.