Job Description

Key Responsibilities:

Responsibilities

As the Customer Service - Performance Management, you will support the line manager in managing department performance and leading initiatives to enhance customer service across complex environments. Your responsibilities will be distributed as follows:

Analytics & Performance Intelligence (70%):

Perform analyses & present findings (e.g. performance trends, order leadtime, back logs, user experience), translating insights into actionable initiatives & identifying patterns, gaps, and opportunities.
Build intuitive dashboards and reports to track performance & priority KPIs, support monitoring and decision-making across teams that drive operational effectiveness & business processes.
Collaborate with BI teams to ensure data accuracy, availability, and business relevance.
Support various business functions with the development and maintenance of various management reports

Operational Excellence and Innovation (30%):

Develop and execute strategies for improvement projects, addressing unexpected challenges in assigned scope.
Design and implement plans to streamline processes and enhance service delivery.
Collaborate proactively with internal teams (Ops, CX, Fin-Ops, BI&S, HR) to drive project success.
Assist line Manager in assigned tasks, demonstrating adaptability to changing business needs.

Requirements

Bachelor's Degree in Computer Science, Statistics, Mathematics, Economics and other related courses
At least 3 years of industry experience in Business Intelligence, Business Analytics or Data Analytics role with proven business impact
Experience in mySQL, Python, strong analytical thinking and ability to learn quickly with can do attitude
Passion for creating highly usable and thorough dashboards/visualizations
Experience working with cross-functional teams to gather requirements and define the right metrics to describe the state of the business - both on a macro-level and a micro-level

Business Intelligence Analyst, SPX Express

Senior Performance Management, Customer Service - SPX Express