Senior Specialist Business Analyst Global Customer Care Innovation & Strategy (m/f/d)

<h2>Your Tasks</h2> <ul> <li>Together with the leadership team you act as the customer's ambassador (m/f/d) to make WoW moments tangible for our customers</li> <li>The customer and customer satisfaction are the focus of your work </li> <li>You support the team to successfully implement the global care &amp; CX strategy across 13 European countries </li> <li>Together with the team leads you are responsible for the continuous development and optimization of all customer processes in customer care &amp; CX</li> <li>Together with the management you will advise the countries on strategic and operational developments in customer care and CX, and you manage their expectations towards global customer care and Service Design projects</li> <li>You always keep an eye on changes in the market and competition and thus continuously develop the customer care concept using best practices (digitization &amp; automation) and relevant KPIs (NPS, CSAT, FCRR) as part of a balanced scorecard</li> <li>You drive scalable, customer-oriented processes, structures, and ways of thinking to enable the best possible performance</li> </ul> <h2>Your Profile</h2> <ul> <li>You have a university degree in business administration/international management or a comparable course and ideally first practical experience in CX, Contact Centre / Customer Care</li> <li>You have a real passion for data and customer insights</li> <li>You really want to make a chance with customer-oriented measures in complex corporate structures</li> <li>You can manage complexity and change very well</li> <li>You have strong analytical skills and work in a data-driven manner</li> <li>You bring proven skills in interface management and effective collaboration and communication with different stakeholders</li> <li>Experience in an international role is a plus </li> <li>Your language skills are English business fluent (mandatory) and German (advantage)</li> </ul> <h2>About Us</h2> <p>As Senior Specialist (m/f/d) Business Analyst Customer Care you will be the customer's central ambassador (m/f/d) in the organization. In close collaboration with internal and external partners, you continuously analyse customer and market data to generate tangible insights. You create reports and strategy recommendations for the organization and the top management.</p> <p>You identify data-based optimization potentials and passionately carry them to the leadership team, business partners and countries organization.</p> <h2>Additional Benefits</h2> <h2>Job Infos</h2> <p>​Location: Ingolstadt, Hamburg</p> <p>MediaMarktSaturn Marketing</p> <p>Department: HQ - Marketing &amp; Communication</p> <p>Entrylevel: Professional Level</p> <p>Type of Employement: Full Time</p> <p>Working Hours: 37,5</p> <p>Persona: Job Requisition HQ Employee</p> <p>Recruiter: Lina Ebert </p> <p>Recruiter: Lina Ebert </p>