Business Analyst - Product Standard & Continuity

Summary of the Job:

The Business Analyst Customer Care Center plays a pivotal role in driving customer satisfaction, operational efficiency, and strategic improvements across the Customer Service function. This role focuses on analyzing customer interactions, feedback, service metrics, and business processes to identify trends, areas for improvement, and opportunities for digital enablement. The analyst works closely with cross-functional teams including IT, operations, CRM, dealer networks, and product quality to enhance the overall customer experience.

Tasks & Responsibilities:

• Product Analysis and Design:
  • Analyze current workflows and identify gaps, redundancies, and risks.
  • Define, document, and maintain process standards, SOPs, and playbooks.
  • Ensure alignment of processes with regulatory, compliance, and internal governance requirements.
• Product Implementation:
  • Use industry-standard methodologies and tools to visualize, manage and communicate processes effectively, so that they add value as models for information, design, workforce, simulation and service blue printing.
• Product Monitoring & Optimization:
  • Define KPIs and process health metrics (e.g., compliance adherence, process efficiency, incident response time).
  • Leverage data analytics to monitor process performance and recommend improvements.
  • Drive continuous improvement initiatives to enhance efficiency, scalability, and resilience.
• Change Management:
  • Translate process requirements into business needs, functional specifications, and user stories.
  • Partner with product and technology teams to ensure processes are supported by tools and automation.
  • Supports change management initiatives to drive the adoption of standardized processes across teams.

Technical Skills:

Data Analysis & Reporting

• SQL (for querying relational databases)
• Power BI / Tableau / QlikView (Dashboard creation & data visualization)
• Python or R (Basic scripting for data analysis optional but advantageous)

Business Intelligence & Analytics

• Data modeling and data interpretation
• KPI definition and performance monitoring (e.g., AHT, FCR, NPS, escalation rates)
• Root cause analysis (RCA)
• Statistical analysis and trend forecasting

CRM & Contact Center Tools

• Salesforce, SAP CRM, or similar CRM platforms
• Knowledge of telephony/contact center platforms (e.g., Genesys, Avaya)
• Ticketing/Case Management Systems (e.g., ServiceNow)

Project & Product Collaboration

• Agile/Scrum tools (e.g., JIRA, Confluence)
• Requirements gathering and documentation (BRD, FRD, user stories, use cases)
• Wireframing and prototyping tools (Figma optional)

Lean Six Sigma Certification

Core Skills:

• Project Management Methods (SAFe) -> Thorough knowledge of SAFe in order to work dedicated to an agile team/project as team member.
• Exposure to ISO, ITIL, or other process/continuity frameworks with background in governance, risk, and compliance (GRC) tools or platforms.
• Process opt./performance management -> Provide input regarding optimization for the execution of existing processes we report on/analyze; optimize the execution of our team's processes.
• Stakeholder & Expectation Management (Co-creation, Customer Orientation, Purpose) -> Understanding how the stakeholders' needs support their strategic vision (support stakeholder's development/refinement of their vision).
• Collaboration, Moderation & Co-learning (Co-Creation, Feedback, Learning) -> Understand the different roles in the CAC; Applying the communication model and group dynamics; share knowledge with the team, involve the right team members and together identify clear roles and responsibilities; giving, requesting and processing received feedback.
• Business & Results Orientation (Driven to Win, Pioneering Spirit) -> Ensure that CAC colleagues deliver the dependencies for your own output in time, or appropriately escalate if it cannot be resolved on your level.
• Strategic Thinking and Acting (Purpose, Pioneering Spirit, Empowerment) -> Define strategies for own focus & functional area, and ensure coherence with CAC strategies
• Flexibility, dealing with VUCA (Agility, Customer Orientation) -> Anticipate challenges, mitigate risks, plan contingency, and react to unforeseen circumstances related to the team and the CAC as a whole.