Job Description

Job Purpose

You will act as a key driver of digital transformation in customer service operations by unlocking the power of data and converting raw information into actionable insights. You will define and execute analytics and BI strategies, build scalable dashboards, monitor KPIs, and identify opportunities for process optimization and innovation. You will collaborate with cross-functional teams to promote a data-driven culture and deliver solutions that improve customer experience, operational efficiency, and ROI.

Responsibilities:

• Defining and executing the customer service analytics and BI strategy aligned with the digital transformation roadmap
• Championing a data-driven culture across LSCM CoE and customer service teams
• Translating complex data into actionable insights that improve customer experience, operational efficiency, and ROI
• Supporting strategic initiatives by identifying trends, risks, and opportunities through advanced data analysis
• Leading the adoption and optimization of BI tools such as Power BI and SAP Analytics Cloud
• Managing data sourcing, aggregation, and integration from systems including SAP SD/MM, CRM, and ticketing platforms
• Driving automation and self-service analytics capabilities to empower business users and reduce manual reporting
• Collaborating with customer service, logistics, and commercial teams to define analytical needs and deliver impactful solutions
• Developing and maintaining strong relationships with stakeholders to ensure alignment on KPIs and reporting standards
• Presenting insights in a clear and compelling format to influence decision-making
• Implementing data governance policies to ensure accuracy, security, and compliance with regulations
• Ensuring ethical use of data and adherence to privacy standards such as GDPR
• Promoting a culture of innovation, curiosity, and continuous learning within the analytics community
• Acting as a change leader advocating for digital transformation and process automation
• Mentoring colleagues and fostering cross-functional collaboration
• Delivering solutions that improve productivity, reduce costs, and enhance customer experience

Qualifications & Experience Required

Education, Master, other certification:

• Bachelor’s or Master’s degree in Business, IT, Data Analytics, or related field

Experience:

• Proven expertise in Business Intelligence and data analytics
• Hands-on experience with Power BI, SAP Analytics Cloud, and SQL-based platforms
• Experience in building dashboards, reports, and performance monitoring tools for customer service operations
• Strong project management experience in Agile or Scrum environments

Technical Skills:

• Knowledge of BI principles including data sourcing, aggregation, modeling, visualization, and storytelling
• Deep understanding of data architecture, governance, and integration across SAP SD/MM, CRM, and ticketing platforms
• Advanced analytical skills including statistical analysis and trend forecasting
• Familiarity with automation tools and self-service analytics platforms

Languages Skills:

• English C1

Soft/Behavioral Skills:

• Excellent communication and stakeholder engagement skills
• Ability to present complex data in a clear and compelling way
• Strong organizational and problem-solving skills
• Proactive and collaborative mindset
• Ability to inspire and mentor others