The Crown Is Yours
As an Analyst II, Customer Experience Analytics, you'll turn data into decisive action that shapes how we deliver seamless, high-quality experiences to our customers. You'll partner closely with Customer Experience and cross-functional teams to reduce friction across the user journey while optimizing support interactions when they matter most. In this role, you'll own critical data infrastructure, uncover trends in customer behavior, and translate complex analyses into insights that influence strategy and improve operational performance. Your work will drive smarter decision-making, elevate the customer experience, and scale impact across evolving products and markets.
What you'll do as an Analyst II, Customer Experience Analytics
- Transform complex, large-scale customer and operational datasets into strategic insights that reduce support friction and improve the end-to-end customer experience.
- Translate sophisticated analyses into clear, compelling narratives that influence Customer Experience and cross-functional stakeholders, driving alignment on key priorities.
- Lead the design, execution, and analysis of experiments to improve support efficiency, customer satisfaction, and self-service capabilities.
- Partner with Customer Experience, Product, Operations, and Analytics teams to refine strategies that minimize customer effort and optimize support interactions.
- Build, automate, and continuously improve scalable reporting frameworks and dashboards that provide visibility into customer behavior, support trends, and operational performance.
- Identify emerging trends and root causes in customer issues, proactively recommending solutions that enhance experience and reduce support volume.
What you'll bring
- A Bachelor's Degree in Mathematics, Data Science, Engineering, Economics, Business, or a related field.
- At least 2 years of analytics or data science experience.
- Experience working with programming languages such as SQL, Python, R, SAS, or Matlab.
- A strong understanding of statistics and hypothesis testing; experience building models is a plus.
- The ability to translate complex data into clear, actionable insights for both technical and non-technical audiences.
- Curiosity, strong problem-solving skills, and a demonstrated ability to uncover insights that improve customer experience and operational outcomes.
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Join Our Team
We're a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don't worry, we'll guide you through the process if this is relevant to your role.
The US base salary range for this full-time position is 76,800.00 USD - 96,000.00 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
What the Team is Saying
What We Do
It's simple, at DraftKings, we believe life is more fun when you're in on the action. For that reason, we’re committed to responsibly creating the world’s favorite games and betting experiences. We’re developing the most innovative and entertaining real money products and offers; to forever transform how people experience sports; to be a fully vertically integrated sports betting operator. It's our ultimate goal to build the best, most trusted, and most customer-centric destination for our players. We’re defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming.
Why Work With Us
Here, “impossible” isn’t part of our vocabulary. You’ll face some of the toughest but most rewarding challenges of your career. They’re worth it. Channeling your inner grit will accelerate your growth, help us win as a team, and create unforgettable moments for our customers. Ready to own what’s next?
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our flexible hybrid policy empowers team members to work where they’re most productive—whether at home or in our collaborative offices. We trust our teams to choose what works best for them to thrive and innovate.
