Senior Operations Business Analyst - Primary Support

October 3

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Spotify

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5001 - 10000

Description

• We are looking for an Operations Business Analyst to join the Customer Service Operations team at Spotify. Your mission will be to drive improvements in operational efficiency, the customer experience, and the frontline advisor experience through researching and analyzing our complex datasets to provide actionable insights. • You will collaborate with a globally distributed team of customer service & operations experts, outsourced partners, and technology partners to research, recommend, and implement improvements for the global customer service operation. • Spotify's Customer Service team is dedicated to providing exceptional support to our millions of users worldwide. • Our mission is to enable customers to listen to the world around them by offering world class service to resolve any issues they encounter. • With customers in over 180 countries, we offer 24/7 support in 19 languages across various channels, receiving a variety of contact types (ranging from questions about features to account access issues). • As a CS Operations Business Analyst, you will have access to the wealth of data Spotify and these contacts provide, and the opportunity to be creative with how you use it to derive insights and strategies to influence how we help millions of customers.

Requirements

• You have 2+ years of experience in a business analyst role, preferably within customer service and/or operations • You have strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy • You are proficient in data analysis tools such as Excel, SQL, and BI tools (e.g., Tableau) • You are a strategic problem solver with strong analytical skills who will rely on relevant data to find solutions • You like tackling complicated problems and have a knack for breaking them down to make the work manageable • You have experience coordinating and leading multiple projects simultaneously, executing and managing requirements, reviewing deliverables for quality and consistency • You have a deep understanding of the full life-cycle of a project • You have a proven track record of achieving numerous goals in a timely manner, exercising good judgment, and sound decision-making skills • You are a clear and engaging communicator, offering a valuable perspective • You are obsessed with feedback in every form, and keen to learn from it quickly • You care about creating a collaborative environment for cross-functional partnerships • You are familiar with the complexities of a customer service operation