lululemon Guest Support Business Analyst

Description & Requirements

who we are

lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.

about this team

The Guest Support Business Performance team is responsible for driving operational excellence and business value across lululemon's contact center. We focus on translating data into actionable insights that inform strategy, optimize performance, and elevate the guest experience. This team thrives on collaboration, innovation, and a commitment to continuous improvement

core responsibilities

The Guest Support Senior Analyst will play a pivotal role in monitoring and improving the performance of Guest Support operations through advanced reporting and business intelligence. This role requires strong Salesforce expertise and the ability to synthesize data into clear, actionable insights for leadership and cross-functional partners. The ideal candidate is proactive, detail-oriented, and passionate about leveraging data to drive meaningful business outcomes.

• Reporting & Analytics Leadership: Build and maintain advanced reports and dashboards in Guest Support source systems to track key performance metrics and operational trends.
• Insight Generation: Analyze data to identify opportunities for efficiency, improved guest experience, and business impact. Present findings in a clear, compelling way to influence decision-making.
• AI & Automation: Develop and own performance frameworks to measure the effectiveness of AI, automation, and agentic solutions within Guest Support. Monitor adoption, outcomes, and guest impact, and provide insights that inform optimization and future investment decisions.
• Operational Understanding: Apply knowledge of contact center workflows, KPIs, and performance drivers to ensure insights are relevant and actionable.
• Cross-Functional Partnership: Collaborate with operations, technology, and business teams to understand needs and deliver insights that support strategic initiatives.
• Continuous Improvement: Stay current on emerging tools and best practices in analytics and reporting. Recommend enhancements to processes and reporting frameworks.
• Technical Proficiency: Use complementary tools such as Power BI, SQL, and Excel to deliver comprehensive analytical solutions.

qualifications

• 3-5+ years of experience in analytics or reporting roles, with strong Salesforce expertise (Service Cloud experience preferred).
• Experience in contact center operations or similar environments.
• Proven ability to design and build complex reports and dashboards in Guest Support source systems (Salesforce, Amazon Connect, etc.).
• Bachelor's degree in a relevant field (e.g., Data & Analytics, Computer Science, Information Systems, Business Administration).
• Proficiency in complementary tools such as Power BI, SQL, and Excel.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication skills and ability to present insights to technical and non-technical audiences.
• Self-motivated and adaptable in a fast-paced, dynamic environment.

must haves

• Acknowledge the presence of choice in every moment and take personal responsibility for your life.
• Possess an entrepreneurial spirit and continuously innovate to achieve great results.
• Communicate with honesty and kindness and create the space for others to do the same.
• Lead with courage, knowing the possibility of greatness is bigger than the fear of failure.
• Foster connection by putting people first and building trusting relationships.
• Integrate fun and joy as a way of being and working, aka doesn't take yourself too seriously.

additional notes
Authorization to work in Canada is required for this role.

compensation and benefits package

lululemon's compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. The typical hiring range for this position is from $ 81,500-$107,000 annually ; the base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive annual bonus program, subject to program eligibility requirements.

At lululemon, investing in our people is a top priority. We believe that when life works, work works. We strive to be the place where inclusive leaders come to develop and enable all to be well. Recognizing our teams for their performance and dedication, other components of our total rewards offerings include support of career development, wellbeing, and personal growth:

• Extended health and dental benefits, and mental health plans
• Paid time off
• Savings and retirement plan matching
• Generous employee discount
• Fitness & yoga classes
• Parenthood top-up
• Extensive catalog of development course offerings
• People networks, mentorship programs, and leadership series (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.


workplace arrangement

Hybrid

In-person collaboration and connection is important to our culture. Work is performed onsite, minimum 4 days per week.

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