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:

The Head of Customer Experience Analytics will lead analytics to improve customer engagement, retention, and user experience.

They will manage experimentation, predictive analytics, and performance measurement to ensure data-driven decisions. This includes optimizing the onboarding funnel, LTV/churn modeling, feature adoption analysis, and in-app behavioral segmentation.

They will build and mentor a team of analysts to refine the customer journey, optimize engagement strategies, and maximize customer lifetime value.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

Experimentation & Measurement

- Build and lead a best-in-class experimentation function

- Develop frameworks for test design, execution, and impact measurement

- 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.

- Use 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 strategies to measure improvements in the customer journey and service adoption.

- Develop dashboards and reports that provide actionable insights.

- Ensure that the analytics, product, and business teams are aligned on KPIs and success metrics.

Team Leadership & Cross-Functional Collaboration

- Build and mentor a high-performing analytics team.

- Partner with product, marketing, and business teams to implement data-driven insights and strategies.

- Promote a data-driven culture and decision-making within the organization.

Strategic Vision & Stakeholder Partnership

- Work with senior stakeholders to create a vision for the best possible customer experience.

- Decide which analytics projects to prioritize and the metrics for tracking their success.

- Agree on the data strategies, platforms, and features needed for long-term growth and insight generation.