Head of Customer Experience Analytics

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.

Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have.

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 behaviors.
- 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 — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2).

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 — with benefits to match, like:

- A mission driven work environment where your day to day makes an impact on the planet. Seriously.
- Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.
- Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.