Position: E-COMMERCE EXPERIENCE ANALYST Bulgari Spa is looking for an E-commerce Experience Analyst within the Omnichannel Department in the headquarter in Rome. Directly reporting to the E-commerce Product Owner, the E-commerce Experience Analyst will be responsible for monitoring and analyzing online shopping behaviors, checkout funnel abandonment and NPS post purchase and post-delivery across 90 countries worldwide and propose corrective actions to the relevant department. This is a great opportunity to lead an online customer insight acceleration program in one of the most well-known iconic luxury brand in the world. Key accountabilities: - Monitor and analyze customers satisfaction through NPS and VOC surveys, as well as online checkout KPIs to spot opportunities of improvement - Run deep-dive analysis to identify the root cause of negative scores, and propose solutions - Partner with customer service team and markets representatives to gather insights and feedbacks on consumers behaviors and needs - Work closely with technical maintenance team to fix issues, and with ecommerce development team to refine new feature creations based on customer insights - Understand front-end and back-end ecommerce processes, as well as countries peculiarities, to contextualize data and propose accurate solutions to improve customer satisfaction - Track, manage and share customer experience insights to enhance practices around the different teams (customer service, logistic, retail) - Analyze developed solutions to measure their effectiveness Profile: Qualifications & skills: - 1-2 years of experience as ecommerce or digital analyst - Master’s degree in engineering, business, marketing, or another relevant field - Understanding of website platform technologies and ecommerce flows - Sound knowledge of Google Analytics - Ability to read and contextualize data, abstracting key learnings - Ease in a complex and fast paced ecosystem - Self-organized, Highly collaborative, Meticulous - Fluent in English and Italian