About the project

• Join our strategic CX automation mission! We’re transforming how we serve customers by leveraging advanced analytics and AI to boost efficiency, reduce effort and keep satisfaction high. As our Expert Analyst, you’ll turn data into actionable insights, uncover top automation opportunities, and help shape a smarter, more scalable CX future.

Your responsibilities

• Work hand-in-hand with stakeholders (Operations, Technology, Business Process teams) and internal Analytics teams to understand business needs, map processes and identify opportunities to automate frequent queries and activities.
• Own the end-to-end data journey related to automation initiatives - from data collection, transformation and analysis to delivering actionable insights and forecasts.
• Evaluate and quantify the impact ("caloric value") of automation initiatives, forecasting the potential scale and benefits of reducing manual contacts.
• Develop, maintain and enhance predictive models and forecasting tools to support automation planning and decision-making.
• Collaborate with analytical teams to design, build, and implement automation and reporting solutions, ensuring data quality and reliability.
• Monitor and analyze key performance indicators (KPIs), validate their consistency, and recommend improvements to optimize contact center operations.
• Document your expertise by creating and maintaining comprehensive technical documentation covering the entire delivery process.

Our requirements

• Have strong experience in business and data analysis, with proven skills in process mapping, forecasting and predictive modeling.
• Have extensive experience analyzing large volumes of data and can combine data from many different sources.
• Have very good practical knowledge of SQL.
• Obtained practical knowledge of analytical and reporting tools such as Data Studio, Google Sheets and familiarity with automation technologies.
• Navigate complex, multi-threaded data sources and collaborate effectively with external stakeholders.
• Have an analytical mindset with experience quantifying business impact and prioritizing automation initiatives.
• Have excellent communication skills in English (B2+), with the ability to present data-driven insights clearly to both technical and non-technical audiences.

Technologies we use

What we offer

• Well-located offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools (height-adjustable desks, interactive conference rooms)

• A wide selection of fringe benefits in a cafeteria plan – you choose what you like (e.g. medical, sports or lunch packages, insurance, purchase vouchers)

• English classes that we pay for related to the specific nature of your job

• Working in a team you can always count on — we have on board top-class specialists and experts in their areas of expertise

• A high degree of autonomy in terms of organizing your team’s work; we encourage you to develop continuously and try out new things

• If you want to learn more, check it out