Customer Experience Business Analyst

About the Team

Join our vibrant team of eight professionals, strategically located in Germany and Poland. We are passionate about collecting and analyzing customer feedback, managing customer requests, and identifying both individual and structural improvements. As dedicated customer advocates, we provide valuable insights into customer perspectives, which serve as the foundation for strategic decisions within the organization.

Our diverse backgrounds bring fresh perspectives and innovative ideas to the table. We foster a collaborative environment where mutual support and shared success are paramount. Together, we strive to enhance the customer experience and drive continuous improvement across all touchpoints.

Job Description

What you can look forward to as Customer Experience Business Analyst:

• Data Analysis and Insight Generation: Utilize advanced analytical techniques to extract insights from customer data, market trends, and customer behavior to inform decision-making processes.
• Trend Identification: Identify trends and patterns in customer behavior, feedback, and requests to inform strategic decisions;
• Customer Eavelopment: Contribute to the development of customer experience strategies based on data-driven insights, ensuring alignment with overarching business objectives.
• Performance Monitoring and Reporting: Develop and maintain performance metrics and dashboards to track the effectiveness of customer experience initiatives, providing regular updates to stakeholders.
• Cross-functional Collaboration: Work closely with cross-functional teams, including Sales, Marketing, Operations, and Finance, to integrate customer experience optimization initiatives into broader organizational strategies.
• Continuous Improvement: Proactively identify areas for process improvement and optimization within the customer experience framework, driving continuous enhancement of customer satisfaction and efficiency.
• Knowledge Management: Document best practices, lessons learned, and key insights to build institutional knowledge and support future decision-making processes.
• Predictive Modeling: Use data to create predictive models that forecast future trends and behaviors.
• Quality Assurance: Implement data quality procedures to ensure the accuracy and reliability of collected data;

Your Profile as Customer Experience Business Analyst:

• Proven experience in business analysis, data analytics or related field, preferably within a customer experience context.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Experience in data visualization tools (e.g., Tableau, Power BI).
• Experience with predictive modeling and statistical analysis.
• Excellent communication skills in English, both written and verbal.
• Strong interpersonal skills, with the ability to collaborate effectively with cross-functional teams and influence decision-making processes.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
• Knowledge of customer experience operations and aftermarket industry trends (preferred).
• High level of attention to detail and accuracy, with a commitment to delivering high-quality work. 

Why you should choose ZF in Warszawa:

• An employment contract in a stable, global company;
• Implementation package-full training and support from experienced managers and employees who will make sure that you feel comfortable while performing newly entrusted tasks;
• Hybrid system work and flexible working hours;
• Possibility of participation in private medical care (including dental care) and life insurance;
• Cafeteria system/Sport Card;
• Global Referral Program;
• Holiday benefit
• Very good working atmosphere; working in an international team, interesting projects and tasks;