Business Analyst - Customer Experience

Job Description

About the role

As a Business Analyst in Customer Experience you are responsible to identify the opportunities of improvement based on data results, comprehend potential risks, and provide solutions that maximize our effectiveness and ensure we deliver the best value to our customers.This role will assess how CX is performing and help improve processes and systems. You will research and analyze in order to come up with solutions to business problems and help to introduce these solutions to the businesses. You will focus on developing an in-depth understanding of the end to end customer experience and informing and building solutions that improve the customer experience of more customer focused services.You will support the CX organization with Customer analytics, insights and reporting to implement customer data architecture, utilizing analytics, data modeling, and customer segmentation methodologies to generate customer insights that inform new service innovations and customer-centered solutions.

What you’ll do

• Understand the customer journey and the key data points to make each step of that journey effective, from a resource, cost and time perspective. Translate data insights into actionable actions with a predictable and measurable impact.
• Ensure information shown in reports/dashboards is correct and accurate
• Review, analyze and present your proposal improvements about the way we handle information, with a case study behind, and a preview of what the outcome would look like.
• Assist WFM and other CX support areas in acquiring the right information, adding your experience and always looking for improvement opportunities.
• Evaluate trends in data, and support WFM in the Forecast process understanding possible seasonalities and deviations.
• Cooperate with Data, Finance or other teams, in order to make the information available to everyone involved, easily reachable and understandable.
• Promote a culture of customer-centered service delivery and continuous service improvement to ensure they meet customer needs and expectations, and Service Level Agreements.
• Provide regular updates regarding progress, results and achievements of the reporting and agreed targets.

What you’ll bring

• Higher education degree in Business, IT or related (Bachelor or Master).
• Minimum 3 years of work experience in contact center environments. Work experience in WFM or Data Science teams is a plus.
• Outstanding aptitude for interpreting and analyzing data. Advanced computer and spreadsheet skills to support these aptitudes.
• Hands-on experience with SQL.
• Analytical and critical thinking.
• Well organized and autonomous, with the ability to handle a multitude of tasks and prioritize workload efficiently.
• Proactivity is a must in this position; you need to be able to identify what can be improved, and launch some actions in order to demonstrate your hypothesis.
• Ability to communicate across organizational lines in an open and friendly manner.
• Proficient level of English.
• Understanding business goals and needs, depending on the situation.
• Critical and analytical thinking.
• Effective communication skills.
• Effective presentation skills.

Here’s what we can offer you

This is your chance to become part of a fast but sustainable growing tech company! You will have an exciting role in a young, fast-growing, dynamic & international organisation. You'll be part of an enthusiastic, highly motivated team of 800+ international Catawikians; you'll have big responsibilities and can really create something. Additionally you can expect:

• Working with a top notch team acting on a champions league level in a super complex dynamic environment; you will learn a lot!
• A diverse and international team with over 50 different nationalities.
• A great office located in the heart of Amsterdam with an easy-going atmosphere.
• Our entrepreneurial environment encourages everyone to take initiative and experiment with new ideas. You’ll actively contribute to the growth of the Catawiki platform.
• Tailor-made trainings to facilitate your personal and professional growth
• The fun part! Our Activity Committee plans everything from ‘CataFooty’ to International Food Festivals, Friday Drinks, Board Game Nights, Pub Quizzes and Boot Camps!
• Stock Options: All Catawikians are granted 100 Stock Options after 12 months of service.
• And there’s more! Paid holidays, holiday allowance and a fantastic pension plan paid for by Catawiki.