Analyst, Customer Experience & Insights (Jericho)

About the Role

1-800-FLOWERS.COM, Inc. is seeking a curious, analytical, and customer-focused Analyst, Customer Experience & Insights to join our Enterprise Customer Care team.

In this role, you will bring together customer feedback, behavioral data, and operational metrics to help us better understand the end-to-end customer experience. You will analyze Voice of the Customer data from surveys, Customer Care interactions, reviews, social channels, bot and chat experiences, and other sources to uncover patterns, identify customer pain points, and recommend meaningful improvements.

The ideal candidate is comfortable working with complex or unstructured data and can translate findings into clear, actionable insights for both technical and non-technical audiences. This is an excellent opportunity for an early-career analyst who wants to strengthen their technical skills while gaining exposure to customer experience strategy, modern analytics tools, and cross-functional business leadership.

What You’ll Do

• Analyze customer feedback, operational metrics, and behavioral data to identify trends, experience challenges, and improvement opportunities.
• Combine multiple Voice of the Customer sources to create a more complete view of the customer journey.
• Use SQL to query, analyze, and validate data from Snowflake or comparable cloud data platforms.
• Develop and maintain reports, dashboards, presentations, and data visualizations.
• Translate quantitative and qualitative findings into clear business insights and actionable recommendations.
• Analyze surveys, customer comments, contact-center interactions, reviews, transcripts, and other structured and unstructured data.
• Partner with Enterprise Customer Care leaders and cross-functional teams to gather and document analytics and reporting requirements.
• Define and document business metrics, reporting logic, data definitions, transformation rules, and mapping requirements.
• Monitor customer experience and Customer Care KPIs, including customer satisfaction, service level, response time, handle time, quality, productivity, and contact volume.
• Identify data gaps, inconsistencies, anomalies, and quality issues, and work with business and technical partners to determine root causes.
• Support recurring and ad hoc reporting needs across Enterprise Customer Care.
• Help modernize reporting by moving manual and legacy processes toward automated, scalable, and self-service analytics solutions.
• Use AI-assisted tools and analytical technologies to improve text analysis, research, reporting, and insight generation.
• Present findings in a clear and persuasive way to stakeholders at multiple levels of the organization.

What You’ll Bring

• Bachelor’s degree or an equivalent combination of education and relevant experience.
• One to three years of experience in data analysis, reporting, business intelligence, customer insights, or a related field.
• Strong SQL skills and experience independently querying and validating data.
• Strong Microsoft Excel skills and experience working with large or complex datasets.
• Experience with Snowflake or another cloud data warehouse.
• Experience with Sigma, Power BI, Tableau, or a comparable reporting and visualization platform.
• Strong analytical and problem-solving skills with close attention to data accuracy and consistency.
• Ability to explain what the data means, why it matters, and what action the business should consider.
• Strong written and verbal communication skills, including the ability to present insights to non-technical audiences.
• Ability to manage multiple priorities in a fast-paced, cross-functional environment.
• Willingness to learn new technologies, data sources, and Customer Care processes.
• Comfort using AI-assisted tools in analytics, research, text analysis, or workflow improvement.

Preferred Qualifications

• Experience analyzing Voice of the Customer data, surveys, customer feedback, contact-center data, reviews, social feedback, or customer interactions.
• Familiarity with customer feedback platforms such as Sprinklr, Qualtrics, Medallia, or SurveyMonkey.
• Experience identifying themes and patterns within unstructured data, including customer comments, call notes, case narratives, reviews, or transcripts.
• Familiarity with text analytics, sentiment analysis, natural-language processing, speech analytics, or AI-assisted insight tools.
• Experience with Python, R, VBA, or another analytical or programming language.
• Working knowledge of SQL Server Management Studio and Microsoft Dataverse.
• Understanding of data-modeling concepts, including fact and dimension tables.
• Familiarity with sampling, confidence intervals, significance testing, correlation, regression, or other applied research concepts.
• Experience supporting the transition from manual reporting to automated or self-service analytics.

What Success Looks Like

Success in this role means becoming a trusted analytical partner who helps the organization move beyond understanding what happened to explaining why it happened and what should happen next.

You will help ensure that Customer Care reporting and metrics are accurate, clearly defined, and actionable. Most importantly, you will turn the voice of the customer into compelling insights that help our teams improve the customer experience and overall business performance.

Why Join Us?

• Work with a modern analytics ecosystem that includes Snowflake, Sigma, Power BI, SQL, Excel, and AI-assisted tools.
• Gain exposure to customer experience analytics, Voice of the Customer programs, and the technical foundations supporting modern reporting.
• Partner with Customer Care leaders, business stakeholders, analysts, and technical teams across the enterprise.
• Help shape how the organization defines, measures, and acts upon customer experience insights.
• Make a visible impact on decisions affecting the customer journey across our family of brands.

The expected salary range for this position is $60,000 to $70,000 annually, which will be determined based on experience, skills, internal equity, and other factors permitted by law.

To support our commitment to being an employer of choice, we offer comprehensive and competitive health, wellness, and additional benefits to eligible full-time team members. Benefit eligibility may vary based on location, average hours worked, and length of service.

Benefits may include*:

• Medical, dental, vision, life, and disability insurance for the associate and eligible dependents
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• 401(k) retirement savings program
• Mental health resources and Employee Assistance Program (EAP)
• Paid vacation time (accrued based on hours worked and tenure)
• Paid company holidays
• Employee discount across our family of brands
• Potential eligibility for annual merit-based compensation increases, where applicable

*Exact benefit terms, conditions, and eligibility requirements are governed by official plan documents and applicable law. The Company reserves the right to modify, amend, or terminate benefit plans and programs at any time.