Global Business Analyst - Customer Care

During the past few years, our company has grown like crazy - we grew from a small startup to a global company. During this fast growth, local teams developed highly personalized solutions for their local operations. With the evolution of the teams, the need has come to further develop the insights provided in real time to the different countries; specifically, directed at actions to take and strategy based on prescriptive and predictive analysis.

To do this, we are…

1. Working with local structures across all countries, leveraging the available data and tools to recommend the best next actions.
2. Analyzing, in real time, how the countries are performing and making necessary improvements and corrections.
3. Ensuring clear and recurrent analysis to provide the best short- and long-term strategy to our local structures, while taking in consideration the biggest bets in each country.

Joining as the Global Business Analyst for Customer Care, how will you make an impact?

• Take part in strategic projects to ensure their success and maximize business impact
  • As an example, you might work together with local operations to create new data points that will better reflect metrics suited for a specific country or team.
  • Deepen our knowledge of how to improve the customer journey in CC in such a way that would direct Revenue Operations towards developing new solutions
  • Help bridge the gap between CC and other departments by improving data points that correlate KPIs relevant to each team
• Ensure new processes/tools/best practices adoption
• Maintain continuous alignment on existing processes
• Coordinate the implementation of global processes with local structures
• Analyze local processes, identifying differences and best practices, and develop solutions and processes that fit the local needs
• Work closely with other departments to ensure understanding of metrics and flag the need for new metrics
• Handle data throughout its lifecycle (Extract to publish)
• Create a better customer experience by understanding and driving actions which improve data collection, process efficiency and/or any step in the customer journey
• Be a storyteller: you're able to transmit data towards all types of audiences in a clear way and conveying the "so what" behind the data
• Produce recurrent operational events such as W/M/QBR’S

Requirements

If you:

• Have 2 years or more of experience in project management, analytics, operations or other positions related to business development
• Have GREAT communication skills (you will be a part of a global team)
• Are proactive and curious
• Are good with numbers and people equally
• Know Excel like a pro (SQL, Python or R are a plus)
• Have strong analytical thinking and like creating reports
• Are experienced with CRMs (Salesforce, HubSpot with be a plus)
• Easily learn new tools & skills
• Have a strong problem-solving mindset
• Speak English (Minimum C1)

then this job is for you!