Arbetsbeskrivning

At EasyPark, we love cities. We love them for work, for play and everything in between. That’s why our mission is to make life in cities that much easier – by taking care of the parking. With the use of technology, we break barriers, helping improve the urban experience. Our aim is to create a scenario where parking supply and driver demand are balanced not due to additional parking spots and fewer cars, but thanks to predictive technology that connects our users to available spots.

The Role

The Customer Care Analytics Specialist will play a key role in analyzing Customer Care data to identify trends, improve processes, and enhance the overall customer experience and the Customer Care operations.

Additionally, we are looking for someone who can help us ensure that scorecards, reports and numbers available are done the same way across all our local teams and management. Ensuring that we have the highest data quality and analysis of KPI trends to action on. Some of the data points you will be working with includes contact center records like call/email/chat volumes, customer satisfaction scores and customer contact logging data.

You will be a part of our Customer Care Operational Excellence team focusing on driving success within the Customer Care function and enhancing the customer journey.

You will contribute & make an impact through:

• Data Collection and Management

  • Translate the Customer Care business needs into actionable data reports

  • Gather, clean, and maintain customer care data from various sources.

  • Ensure data integrity and accuracy.

  • Work in close collaboration with the group Analytics team for one source of truth data management.

  • Amplify analytics and data literacy within Customer Care

• Analysis and Reporting

  • Analyze customer care data to identify trends, patterns, and areas for improvement.

  • Create and maintain dashboards and reports to monitor key performance indicators (KPIs).

  • Develop regular and ad-hoc reports to support the Customer Care team.

• Insights and Recommendations

  • Work closely with the Analytics team to provide actionable insights to improve customer care processes, operations and enhance customer satisfaction.

  • Work closely with Customer Care management to implement data-driven improvements.

  • Help Customer Care and the overall company understand the customer care performance.

• Collaboration and Communication

  • Collaborate with other functions to both integrate customer care data with broader company data and create understanding of customer care improvement potentials.

  • Present findings and recommendations to stakeholders in a clear and concise manner.

  • Train and support team members in using data analysis tools and reports and on how to interpret data.

• Continuous Improvement

  • Stay updated with the latest data analysis techniques and tools.

  • Continuously seek ways to improve data collection and analysis processes.

  • Participate in Customer Care improvement projects

About you

The ideal candidate will have a good data and analytical background combined with a strong analytical mindset for business processes. You are able to translate complex data into actionable insights and have a sharp eye for identifying data gaps and opportunities.

We expect that you are self-driven with a commitment to work for continuous improvement and can act as the go-to person for Customer Care related analytics when business needs arise. Thus, your communication skills are excellent and you are able to make data easy to use and understandable by others across the organization.

Your background

We don’t think one size fits all, but a successful candidate might have the following:

• Education and Experience

  • Bachelor’s degree in Business administration, Project Management, Data Science, or a related field.

  • At least 2-3 years of experience in data and business analysis, preferably within a customer support environment.

• Technical Skills

  • Proficiency in data visualization tools like Looker, MixPanel, Power BI, or similar.

  • Experience in and curiosity for data analysis tools such as SQL, QlikSense, or similar is a plus

  • Familiarity with CRM systems and customer support software (e.g. Zendesk custom report building) is a plus.

• Analytical Skills

  • Strong analytical and problem-solving skills.

  • Ability to interpret complex data sets and provide actionable insights.

  • Attention to detail and commitment to data accuracy.

• Communication Skills

  • Excellent communication and interpersonal skills.

  • Ability to explain technical information to non-technical stakeholders.

  • Strong presentation skills.

This role can be based in any of our main EasyPark offices.

Life at EasyPark

We are a values-driven company with an international culture and a global presence. By providing an environment with space to grow and room for autonomy, we believe in encouraging and supporting our team members to take initiatives and act outside of their comfort zone. To have an open mind and embracing change is a part of our DNA. At EasyPark we are dedicated to maintaining an open culture where the voice of each person is heard, and we play as one team across the globe. Diversity is something we celebrate and we are committed to creating an inclusive environment for everyone.