Business Analyst, Customer Service

<p>The Business Analyst (BA) is a <strong>critical role</strong> focused on driving operational <strong>excellence and efficiency</strong> across our global customer service operation. You will act as a key liaison between operational, technology, and data/analytics teams.</p><ul> <li dir="ltr"><p dir="ltr"><strong>Primary Function:</strong> To enable excellence, efficiency, process optimization, and strategic decision-making.</p></li> <li dir="ltr"><p dir="ltr"><strong>Goal:</strong> Capture, visualize, and analyze key customer service data and KPIs to identify solutions, enable measurable process improvements (operational and strategic), and execute on business ambition.</p></li> <li dir="ltr"><p dir="ltr"><strong>Key Deliverables:</strong> Develop easy-to-use analytical and visualization solutions, build data-driven models, and establish excellence/productivity benchmarking.</p></li> </ul><h3 dir="ltr"><strong>📝 Key Responsibilities: What You Will Do</strong></h3><p dir="ltr">Your role is divided into two core areas:</p><h4 dir="ltr"><strong>1. Data Analysis &amp; Insight Generation</strong></h4><ul> <li dir="ltr"><p dir="ltr"><strong>Data Analysis &amp; Root Cause Identification:</strong> Leverage large datasets (e.g., efficiency metrics, quality scores, scheduling data) to conduct quantitative deep-dives, identify performance variance and cost drivers, and perform subsequent Root Cause Analysis to guide operational improvements.</p></li> <li dir="ltr"><p dir="ltr"><strong>Reporting &amp; Visualization:</strong> Design, develop, and maintain dynamic dashboards and reports (e.g., Power BI, Tableau, Steep) for real-time, actionable insights for management.</p></li> <li dir="ltr"><p dir="ltr"><strong>Trend &amp; Forecasting:</strong> Analyze data across channels (call, chat, SMS, email) to determine interaction volume trends and service activity to develop business insights and forecast required staffing levels.</p></li> <li dir="ltr"><p dir="ltr"><strong>Collaboration:</strong> Engage with stakeholders to align data initiatives and collaborate with business, data, and tech teams to ensure smooth data flow, integration, and quality.</p></li> </ul><p><br/></p><h4 dir="ltr"><strong>2. Process Improvement and Optimization</strong></h4><ul> <li dir="ltr"><p dir="ltr"><strong>Process Evaluation:</strong> Evaluate customer service and operations processes to identify inefficiencies and areas for enhancement.</p></li> <li dir="ltr"><p dir="ltr"><strong>Mapping:</strong> Evaluate and map current-state business processes (customer journeys, agent workflows, back-office tasks) to identify bottlenecks and areas for automation.</p></li> <li dir="ltr"><p dir="ltr"><strong>Solution Modeling:</strong> Develop and model optimized <strong>future-state processes and solutions</strong> to reduce operational costs, improve agent productivity, and enhance customer experience (CSAT, FCR).</p></li> <li dir="ltr"><p dir="ltr"><strong>Strategy &amp; Implementation:</strong> Develop and implement solutions and optimization strategies to meet company objectives.</p></li> <li dir="ltr"><p dir="ltr"><strong>Advisory:</strong> Proactively advise customer service process owners on opportunities for process optimization.</p></li> <li dir="ltr"><p dir="ltr"><strong>Requirement Gathering:</strong> Lead requirement-gathering sessions, translating high-level business goals into detailed functional and non-functional specifications.</p></li> </ul><h3 dir="ltr"><strong>🧑‍💻 What We're Looking For (Required Skills &amp; Experience)</strong><br/><br/><strong>Experience &amp; Education</strong></h3><ul> <li dir="ltr"><p>You have 2-6 years of experience in a BA role in the Customer Service space.</p></li> <li dir="ltr"><p>You preferably have a degree in Analytics, Business Administration, Data Science, Statistics, or another related quantitative or operational field, or have equivalent experience in a similar analytical or process-focused role.</p></li> </ul><p><strong>Technical &amp; Data Skills</strong></p><ul> <li dir="ltr"><p>Strong Excel/Google Sheets skills is a must.</p></li> <li dir="ltr"><p>Ability to break down complex data, design scalable solutions (managing data across multiple systems), and manipulate/clean up messy and unstructured data.</p></li> <li dir="ltr"><p>Advanced reporting expertise in creating dashboards, reports, and KPIs using tools like Tableau, Steep, or Power BI for stakeholders at multiple levels.</p></li> <li dir="ltr"><p>Experience designing and building predictive models (e.g., for forecasting)</p></li> <li dir="ltr"><p>Basic SQL Proficiency. Proven ability in writing basic functions like select statements, joining multiple tables, filtering, aggregates, and case/when statements.</p></li> </ul><p><strong>Communication &amp; Other Skills</strong></p><ul> <li dir="ltr"><p>You are fluent in Swedish, and speak and write English fluently.</p></li> <li dir="ltr"><p>You have the ability to influence and collaborate wit