Strategy Analyst - Contact Centers

About the Role

In this role, you will work at the intersection of data and decision-making, helping define the best path forward for Gap Inc. Post Purchase teams, with a dominant focus on customer journey. Through rigorous analysis, a sharp focus on cost and experience optimization and deep partnership with business teams, you will help capture and translate complex data into clear, strategic direction. You will support the identification of operational improvement opportunities, contribute to long-range planning, and help Post Purchase Leaders walk into key stakeholder meetings fully prepared and well-armed with insight. You will do this using a modern BI stack, built on Power BI and Databricks, with a growing emphasis on AI-augmented analysis and conversational data/reasoning model capabilities.

What You'll Do

• Drive Gap Inc. Post Purchase strategy and initiatives, from identification to planning, and execution. This includes structuring ambiguous problems, developing workplans, and delivering analysis that creates operational value across the Post Purchase team. You will use Power BI and Databricks as your primary tools, building dashboards, writing SQL and Python-based analyses, and translating data into compelling executive narratives.
• Work as an integrated member of a BI and analytics team, collaborating on shared data models, joint workplans and peer review of analytical output in a culture where work is continuously evolving.
• Partner with teammates on cross-project initiatives
• Apply AI-assisted analysis techniques responsibly and with appropriate judgment, using LLM tooling and AI features to accelerate structured analysis while maintaining rigor, auditability, and data governance standards.
• Build and maintain scalable, reusable data models and reports in Power BI connected to Databricks-backed data products, ensuring business partners have reliable, self-serve access to the Post Purchase metrics that matter.
• Support cross-functional business partners with analytical insight and structured problem-solving, translating raw Post Purchase data into simple, actionable recommendations for audiences ranging from analysts to executive leadership.
• Build cross-functional partnerships and consensus through clear communication, shared data definitions and a track record of delivering commitments on-time.
• Influence Post Purchase strategy by staying close to the data, surfacing signals before they become issues and proactively identifying where analysis can drive better decisions.

Who You Are

• Professional work experience in retail, apparel, Post Purchase operations, management consulting, or a similarly fast-moving, data-rich environment.
• Experience with a modern BI platform such as Power BI, Tableau, Looker, or similar, including data modeling and report design for multiple stakeholder audiences. 1-2 years minimum with any major BI tool; 3+ years preferred. Hands-on Power BI experience is a plus, as it is our primary reporting tool.
• Comfort working in Databricks or a comparable cloud data platform with strong working knowledge of SQL. 1-2 years minimum with SQL in a professional setting; 3+ years preferred. Experience with Python or PySpark for data preparation and analysis is a plus.
• Demonstrated ability to structure ambiguous problems, identify the key question underneath the surface request, and develop a clear point of view from imperfect data.
• Familiarity with AI-assisted tooling (Copilot, LLM-based analysis, or similar) and sound judgment about when and how to apply it in a way that holds up to scrutiny.
• Strong communication skills with the ability to take complex, dispersed information and deliver it as a clean storyline with supporting data.
• Ability to assess relatively complex situations, make defensible judgments from data, and recommend solutions to both peer and executive audiences.