Business Analyst I (Membership Services) at WHOOP in Boston, MA

Summary: WHOOP is on a mission to unlock human performance by providing deeper insights into members' bodies and daily lives. The Business Analyst I will deliver high-quality analysis and insights to support WHOOP’s Membership Services organization, focusing on improving the member experience through data-driven strategies. Responsibilities: - Build and maintain KPI reporting for Membership Services to track performance, trends, and initiative impact - Analyze key metrics—including contact drivers, resolution times, repeat contacts, CSAT, and escalations—to identify insights and opportunities to improve the member experience - Partner closely with the Member Services team to support data-driven decision-making, helping answer operational and experience-related questions and translating insights into actionable recommendations - Support analysis of support workflows, tooling, and processes to identify inefficiencies, capacity needs, or areas where automation and process improvements could enhance member outcomes - Assist in identifying root causes of high-volume member issues by combining qualitative feedback with quantitative data, helping inform upstream product, policy, or process changes - Partner with Analytics Engineering to leverage trusted data models and ensure data quality, while contributing to clear documentation, metric definitions, and self-service resources that enable partners to use data confidently Required Qualifications: - 1-2 years of experience as a Business Analyst or in a similar role, with bonus points for experience with customer success - Bachelor's degree in Statistics, Business, Economics, Data Science, or a related field - Strong analytical curiosity with the ability to break down problems using data - Working knowledge of SQL (or strong interest in developing SQL proficiency) - Familiarity with data visualization tools such as Looker, Tableau, Sigma, or similar - Clear communication skills and attention to detail - Collaborative mindset with a willingness to learn, iterate, and receive feedback Required Skills: SQL, Data visualization tools Important Skills: Analytical skills, Bachelor’s degree Nice-to-Have Skills: Clear communication, Collaborative mindset Benefits: Benefits, A generous equity package