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Must be onsite in Boston, MA (Monday-Thursday)

At this time, Wayfair does not provide sponsorship for employment authorization for this position.

Senior Analyst, Customer Payments Journey

We are looking for a Senior Analyst to solve the most complex friction points in our payment and refund ecosystem. Our team acts as the strategic bridge between Customer Service, Engineering, and Finance, untangling ambiguous process gaps and scaling solutions that drive a seamless customer payments experience. Successful individuals in this role excel at both qualitative and quantitative analysis while also being eager to communicate upward and outward to tell a concise story.

What You’ll Do

+ Lead deep-dive investigations into refund failures; validate findings to identify systemic root causes.

+ Utilize SQL to analyze large-scale datasets, identify emerging trends, and quantify the business impact of process improvements.

+ Design and maintain playbooks for systemic corrective actions and bulk remediation efforts, ensuring accuracy and operational efficiency.

+ Map end-to-end payment and reconciliation workflows to identify and close gaps in the customer journey.

+ Deliver clear, data-backed narratives to stakeholders at all levels, providing actionable recommendations to influence long-term strategy.

What You’ll Need

+ Bachelor’s degree in a quantitative field

+ 2+ years of professional experience in an analytical or operations-heavy role

+ Advanced SQL (GBQ preferred) and Excel/Google Sheets. Experience with data visualization tools (Looker preferred).

+ A proven ability to navigate high levels of ambiguity and break down complex, "messy" problems into structured workstreams.

+ Strong communication skills with experience influencing cross-functional partners and directing the work of support teams.

+ While a formal background in finance or accounting is not required, you should be comfortable navigating concepts such as payment processing, reconciliation, and transactional lifecycles as they relate to the customer journey.

An Important Note about Wayfair's In-Office Policy:

All Boston-based interns, Co-ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Monday - Thursday, and work remotely Friday.

At this time, Wayfair does not provide sponsorship for employment authorization for this position.

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form (https://docs.google.com/forms/d/1ElBqKaQYGR9j0NiQHQYCGbHkqKqN746Nk62pI32IyLU) .

Need Technical Assistance?

For more information about applying for a career at wayfair, visit our FAQ page here (https://www.aboutwayfair.com/careers/careers-faq) .

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at [email protected].