Data Scientist (CX)

Company Description

Depop is the community-powered circular fashion marketplace where anyone can buy, sell and discover desirable secondhand fashion. With a community of over 35 million users, Depop is on a mission to make fashion circular, redefining fashion consumption. Founded in 2011, the company is headquartered in London, with offices in New York and Manchester, and in 2021 became a wholly-owned subsidiary of Etsy. Find out more at www.depop.com 

Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome, no matter who they are or where they’re from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users. We’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.

If, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to [email protected]. For any other non-disability related questions, please reach out to our Talent Partners.

The Job

The Insights team works closely with stakeholders to produce analysis and to aid decision-making. 

This role works directly with the customer experience team. The role of the data scientist supporting this team includes helping them understand the main levers with which we can influence customer experience, why customers are contacting us and how we can better improve our service.

There are several methods which the data scientist helps to achieve these goals. Firstly by making data available to consume for stakeholders.. Secondly by collaborating with stakeholders on deep dives to analyse trends. Finally it is to champion and share synthesised learnings with stakeholders in adjacent teams so the wider business has an understanding of the opportunities and risks within the customer experience space.

Responsibilities:

• Creating and maintaining dashboards to track customer experience metrics.

• Owning the migration of dashboarding to a scalable format

• Producing ETLs from raw data sources to make data surfaceable

• Aggregate data in a format which teams across the business can use

• Supporting customer experience teams with analytical requests

• Identify areas of opportunity to explore to improve customer experience

• Measurement of impacts of strategic and tactical changes we make

• Root cause analysis when we see things going wrong

• Working across multiple teams including Community Support, Seller Success and Trust & Safety

• This role requires the ability to manage multiple stakeholders and be comfortable with context switching

• This role will also require communication and collaboration with Product Data Scientists and Product Managers in cross-functional projects

Requirements

• Proficiency in SQL and the ability to work with large datasets

• Experience with visualisation tools like Looker or Tableau

• Adept at creating ETLs (added bonus for experience with DBT)

• Ability to work across multiple contexts

• An analytical mind with good problem-solving skills and a love of numbers

• Commercial awareness and a proactive attitude to make a difference and drive impact

• A hunger to learn, natural curiosity and a keen eye for detail

• A strong sense of ownership and highly organised nature

Nice to haves

• Experience Working within a P2P marketplace or consumer-facing mobile-first products

• Knowledge of Zendesk

Additional Information

Health + Mental Wellbeing

• PMI and cash plan healthcare access with Bupa

• Subsidised counselling and coaching with Self Space

• Cycle to Work scheme with options from Evans or the Green Commute Initiative

• Employee Assistance Programme (EAP) for 24/7 confidential support

• Mental Health First Aiders across the business for support and signposting

Work/Life Balance:

• 25 days annual leave with option to carry over up to 5 days

• 1 company-wide day off per quarter

• Impact hours: Up to 2 days additional paid leave per year for volunteering

• Fully paid 4 week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love.

• Flexible Working: MyMode hybrid-working model with Flex, Office Based, and Remote options *role dependant

• All offices are dog-friendly

• Ability to work abroad for 4 weeks per year in UK tax treaty countries

Family Life:

• 18 weeks of paid parental leave for full-time regular employees

• IVF leave, shared parental leave, and paid emergency parent/carer leave

Learn + Grow:

• Budgets for conferences, learning subscriptions, and more

• Mentorship and programmes to upskill employees

Your Future:

• Life Insurance (financial compensation of 3x your salary)

• Pension matching up to 6% of qualifying earnings

Depop Extras:

• Employees enjoy free shipping on their Depop sales within the UK.

• Special milestones are celebrated with gifts and rewards!