Guest Business Analyst

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.

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

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.

• 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.

• 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.

Authorization to work in Canada is required for this…