Global Business Analyst - Customer Care (hybrid in Barcelona)
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- Barcelona
- Permanente
- Tiempo completo
- Analyzing, in real time, how the countries are performing and making necessary improvements and corrections.
- 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.
- 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
- 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)
- Flexible remuneration and benefits system via Flexoh, which includes: restaurant card, transportation card, kindergarten, and training tax savings;
- Share options plan after 6 months of working with us.
- Remote first in one of our legal entities or hybrid work model in one of our office locations;
- Flexible working hours;
- Paid time off according to your location of work;
- Additional paid holiday on your birthday or work anniversary (you choose what you want to celebrate).
- Health insurance according to your location of work:
- Access to iFeel, a technological platform for mental wellness offering online psychological support and counseling.
- A 30-minute meeting with Sally Hütter - Talent Acquisition Partner for International Teams
- A 60-minutebusiness case with Telmo Alves - Global Head of Customer Care and Nika Tyralikova - Global Customer Support Analys
- Business Case - Prepare a Business Case and present it within the Final chat
- Final chat with Telmo Alves, Nika Tyralikova and Michał Sadowiak - VP CS Clinics & Customer Care