Customer Service Business Analyst

About The Team

The Customer Service Business Analyst plays a pivotal role within ZF's  Aftermarket Customer Service Transformation. The primary purpose of this role is to develop and maintain a data-driven ecosystem that supports the optimization of the worldwide Customer Service organization within its markets. By leveraging analytical insights, Customer Service Business Analyst will drive strategic decision-making processes to enhance efficiency and effectiveness in customer service operations, while ensuring a unified and customer-centric approach across all touchpoints. 

What you can look forward as Customer Service Business Analyst:

• Conduct thorough analysis of customer service data, and customer insights to identify opportunities for Customer service optimization.
• Collaborate with stakeholders to define requirements and develop analytical models and tools to support Customer Service optimization initiatives.
• Provide analytical support for strategic decision-making processes, including where to invest in customer service and further how to optimize the support channel optimization.
• Develop and maintain performance metrics and dashboards to monitor the effectiveness of Customer service optimization initiatives. Create a global cost to serve visibility.
• Utilize advanced analytical techniques to extract insights from Customer service data, market trends, and customer behavior to inform decision-making processes. 

Your profile as Customer Service Business Analyst:

• Master’s degree in Business Administration, Finance, Economics, or related field; advanced degree preferred. 
• Proven experience in business analysis, data analytics, or related field, preferably within the automotive or aftermarket industry. 
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights. 
• Excellent communication and presentation skills. 
• Familiarity with business intelligence and data visualization tools (e.g., Tableau, Power BI). 

Why you should choose ZF:

• Work in a dynamic and international environment; the ability to manage your career at ZF structures, the prospect of vertical or horizontal promotion in global functions
• 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
• Possibility of participation in private medical care (including dental care) and life insurance
• Cafeteria system/Sport Card
• Very good working atmosphere; working in an international team, interesting projects, and tasks

The Customer Service Business Analyst plays a pivotal role within ZF's  Aftermarket Customer Service Transformation. The primary purpose of this role is to develop and maintain a data-driven ecosystem that supports the optimization of the worldwide Customer Service organization within its markets. By leveraging analytical insights, Customer Service Business Analyst will drive strategic decision-making processes to enhance efficiency and effectiveness in customer service operations, while ensuring a unified and customer-centric approach across all touchpoints. 

What you can look forward as Customer Service Business Analyst:

• Conduct thorough analysis of customer service data, and customer insights to identify opportunities for Customer service optimization.
• Collaborate with stakeholders to define requirements and develop analytical models and tools to support Customer Service optimization initiatives.
• Provide analytical support for strategic decision-making processes, including where to invest in customer service and further how to optimize the support channel optimization.
• Develop and maintain performance metrics and dashboards to monitor the effectiveness of Customer service optimization initiatives. Create a global cost to serve visibility.
• Utilize advanced analytical techniques to extract insights from Customer service data, market trends, and customer behavior to inform decision-making processes. 

Your profile as Customer Service Business Analyst:

• Master’s degree in Business Administration, Finance, Economics, or related field; advanced degree preferred. 
• Proven experience in business analysis, data analytics, or related field, preferably within the automotive or aftermarket industry. 
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights. 
• Excellent communication and presentation skills. 
• Familiarity with business intelligence and data visualization tools (e.g., Tableau, Power BI). 

Why you should choose ZF:

• Work in a dynamic and international environment; the ability to manage your career at ZF structures, the prospect of vertical or horizontal promotion in global functions
• 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
• Possibility of participation in private medical care (including dental care) and life insurance
• Cafeteria system/Sport Card
• Very good working atmosphere; working in an international team, interesting projects, and tasks