Emily W. Email & Phone Number

San Francisco, Ca, Us

Analytics Lead, Quality Standards & Regulation

San Francisco, Ca, Us

Data Lead, Regulatory Products & Enforcement

San Francisco, Ca, Us

Airbnb Plus, Host Onboarding

New York, Ny, Us

New York, Ny, Us

I formed and led the first Customer Insights team at Squarespace (me + two analysts), on the Strategy Operations team.- Researched Squarespace customers in depth and developed resources on understanding the customer based on 20+ data sources - used for internal education, creative briefs, media buying and product development- Oversaw the research of email onboarding, survey design, customer interviewing and journey maps- Analyzed customer pain points including trial extension, template selection, workshop programs and Paypal integration- Led MySQL learning sessions and developed teaching curriculum- Oversaw the research and analysis of trial and subscription churn, leading to overhaul of email onboarding, trial length testing and improved customer feedback programs

New York, Ny, Us

- Led hiring of three analysts, formalized analyst hiring and onboarding processes- Developed text parsing system in Python to incorporate customer surveys into attribution modeling, with 92% accuracy of text to attribution matching- Ran tests on customer survey formats to maximize response rate and quality- Led development of business requirements of MySQL to Postgres data migration

New York, Ny, Us

I led the initiative to incorporate data into Customer Care team operations.- Consulted for Customer Care team leadership to develop KPIs- Built out the foundation of Customer Care data by integrating 10+ data sources into the datawarehouse, reporting and real-time dashboards, using Python, SQL, Excel and JSON-based dashboard templates - Automated reporting and data tracking processes to save hours per week of manual resources, reduce risk of error and allow for more robust metric development- Delivered analysis on scheduling, queue depth, and agent level performance- Collaborated on a prototyped web tool for 200+ agents to access their own performance metrics- Wrote ETL to pull data from third party APIs used in core Customer Care workflows- Identified high performer and problematic behaviors via data, used to adjust policy and training of team members

New York, Ny, Us

On a team of two analysts, I supported Marketing, Ops, Finance, Product and BD to solve problems by gathering data requirements, data modeling, monitoring data quality, reporting and analysis.Projects of note include:- Delivered market research and reporting for the new commerce product (launched Feb 2013)- Developed operational metrics and reporting for new Squarespace 6 product (launched Jul 2012)- Redesigned and developed marketing reporting and process improvements

New York, Ny, Us

Worked on two teams, focusing on information delivery via Business Objects and SQL-based analysis in collaboration with database engineers.- Coordinated monthly release tracking and reporting- Analyzed data to map a legacy system and an acquired system to a new JPM Online application for PB clients- Analyzed instruments across source platforms to improve logic of front-end displays- Developed documentation and collaborated on testing and implementation of new database tables, fields and values- Actively participated in Corporate Development Program (CDP) campus recruiting, mentoring, and training/development

Ithaca, Ny, Us

- Developed initial version of the Mindless Eating Challenge game, a mobile based health platform used to research the mechanisms of mobile persuasion- Designed and programmed child-friendly version of the game using PHP and SQL

New York, Ny, Us