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SSENSE: Customer Experience Business Technology Analyst


This is a Full-time position in Montreal, QC posted April 7, 2021.

Company DescriptionSSENSE, pronounced [es-uhns], is a Montreal-based fashion platform with global reach.

Founded in 2003, SSENSE is pacing the vanguard of directional retail with a mix of luxury, streetwear, and avant-garde labels.

We produce industry-leading original content and take pride in building our own technology solutions and systems from scratch.

Our field of focus has grown beyond that of a typical e-commerce entity as we explore the nexus of content, commerce, and culture.Currently serving 150 countries, generating an average of 88 million monthly page views, and achieving high double digit annual growth since inception, SSENSE is becoming a cultural protagonist in its own right.Job DescriptionReporting to the Manager of Fraud Prevention & Customer Insights, the Business Technology Analyst supports the Customer Experience (CX) team, working in collaboration with other Business Analysts at the intersection of technology and business to support the four pillars of CX: Care, Personal Shopping, Fraud Prevention, and Retail.

The Business Technology Analyst will be responsible for formulating and delivering clear recommendations on how to improve and automate internal processes, enhance our customers’ experience by analyzing data from various sources, creating dashboards, and transforming operational processes with a technical aptitude.

The ideal candidate is a strong team player who is passionate about business analysis, curious about customer experience, has a technical aptitude, and always seeks to learn more.ResponsibilitiesBusiness Processes Design & Implementation (65%)Gain knowledge on current and new 3rd party systems and tools within Customer Experience to assist in debugging processes, producing customizable applications, and developing some scripts to improve operationsPlan and execute implementation of new 3rd party tools with various pre-existing systems and processesDesign, implement, and document new processes as business needs evolveCollaborate with Product Managers, Data Analysts and Data Engineers to develop new tools for Customer Experience, fixing bugs or adding features based on team needsDocument, streamline and optimize internal business processes, aligning with the Customer Experience, Distribution Center, and Logistics teamsCommunicate process and tool updates to CX team during cross-functional meetingsAnalysis (20%)Perform process performance audits and investigate to identify opportunities for efficienciesEstimate man-hours required for various tasks, mandates, and operational needsGather and analyze information from various sources to inform project selection and prioritizationParticipate in business case drafting, providing insights, financial analysis, data visualization and building presentation slides for projectsPrepare and deliver post mortem reports at end of projects and inform relevant stakeholdersReporting & Dashboarding (15%)Create automated dashboards providing day-to-day results on sales, customers, and operationsDesign dashboards to monitor success metrics and provide quality assurance on project executionLiaise with the Data Operations team to build, update, or revamp dashboards and reportsDevelop, format and clearly communicate findings and insights from the data QualificationsBachelor’s degree in Business, Commerce, Business Technology Management, Computer Science, Engineering or a related fieldA minimum of 2 years relevant experience within business and data analysis, technology, and project managementKnowledge of basic programming/coding language, APIs, web technologies, web analytics, some scripting languages (i.E.

JSON formats, regex, computational logic, SQL) is an assetStrong troubleshooting technical and analytical skillsPractical experience with Excel/Google SuiteGood understanding of business dynamics and how technology supportsExperience solving analytical problems using quantitative approachesSkillsAnalytical and detail orientedTechnical aptitude and competencyCreative thinker with good problem solving abilitiesStrong time management and organization skillsGood communication and presentation skillsStrong interpersonal skillsAdditional InformationAll your information will be kept confidential according to EEO guidelines.