(bs) Business Analyst, Customer Experience

Customer Experience | Dublin

No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town.

The Business Analyst will deliver high-quality strategic and tactical analysis and reports for all European customer service operations. A focused, hard-working and meticulous analyst, you will develop functional expertise in data analysis as well as in-depth and expert industry insight and knowledge providing the key insights and findings to improve how we serve our customers. You will support the management with analyses of productivity, satisfaction, operations and SLA’s across both internal and external service teams. The business analyst will be working closely with counterparts in Finance and Data Analytics in the US to help inform European data needs and models.


  • Identify, build and report on operational Key Performance Indicators
  • Collaborate with international research/analysis teams to share and develop knowledge
  • Expertly ingest all current internal and external data provisions and come up with smart ways to present them in a concise manner
  • Identify new plausible data resources and build a library of resources
  • Build and maintain productivity tools for management and employees, such as internal sites, CRM systems, internal reporting and so forth
  • Identify techniques and work-flows to continuously improve our processes
  • Compile and initiate research plans based on scope of work and business objectives
  • Utilize current and appropriate forecasting methods to develop country-specific service needs.
  • Interact with management on a daily basis


  • Masters or Bachelor's degree in a relevant field of study
  • 3 years analyst experience within a competitive intelligence, business intelligence, or knowledge management unit
  • Extensive experience with languages used for querying (e.g. SQL, Hive), also programming languages are a plus"
  • Hands-on approach, getting things done fast and doing it yourself without the need to delegate
  • Advanced Excel skills including pivot tables, graphing and general advanced functions
  • Attention to detail
  • Basic knowledge in strategic and operational analysis frameworks and models
  • Excellent written and verbal communication skills
  • Superior reporting and editing skills
  • Must be a creative thinker
  • Stock 
  • Breakfast, Lunch, Snacks
  • Health insurance
  • Bike to Work Program
  • Travel Pass Program
  • Life Assurance
  • Pension Plan Assistance
  • Quarterly Airbnb Travel Coupon

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