Business Analyst, Customer Service

The Business Analyst (BA) is a critical role focused on driving operational excellence and efficiency across our global customer service operation. You will act as a key liaison between operational, technology, and data/analytics teams.

• Primary Function: To enable excellence, efficiency, process optimization, and strategic decision-making.

• Goal: Capture, visualize, and analyze key customer service data and KPIs to identify solutions, enable measurable process improvements (operational and strategic), and execute on business ambition.

• Key Deliverables: Develop easy-to-use analytical and visualization solutions, build data-driven models, and establish excellence/productivity benchmarking.

Key Responsibilities: What You Will Do

Your role is divided into two core areas:

1. Data Analysis & Insight Generation

• Data Analysis & Root Cause Identification: Leverage large datasets (e.g., efficiency metrics, quality scores, scheduling data) to conduct quantitative deep-dives, identify performance variance and cost drivers, and perform subsequent Root Cause Analysis to guide operational improvements.

• Reporting & Visualization: Design, develop, and maintain dynamic dashboards and reports (e.g., Power BI, Tableau, Steep) for real-time, actionable insights for management.

• Trend & Forecasting: Analyze data across channels (call, chat, SMS, email) to determine interaction volume trends and service activity to develop business insights and forecast required staffing levels.

• Collaboration: Engage with stakeholders to align data initiatives and collaborate with business, data, and tech teams to ensure smooth data flow, integration, and quality.

2. Process Improvement and Optimization

• Process Evaluation: Evaluate customer service and operations processes to identify inefficiencies and areas for enhancement.

• Mapping: Evaluate and map current-state business processes (customer journeys, agent workflows, back-office tasks) to identify bottlenecks and areas for automation.

• Solution Modeling: Develop and model optimized future-state processes and solutions to reduce operational costs, improve agent productivity, and enhance customer experience (CSAT, FCR).

• Strategy & Implementation: Develop and implement solutions and optimization strategies to meet company objectives.

• Advisory: Proactively advise customer service process owners on opportunities for process optimization.

• Requirement Gathering: Lead requirement-gathering sessions, translating high-level business goals into detailed functional and non-functional specifications.

What We're Looking For (Required Skills & Experience)

Experience & Education

• You have 2-6 years of experience in a BA role in the Customer Service space.

• You preferably have a degree in Analytics, Business Administration, Data Science, Statistics, or another related quantitative or operational field, or have equivalent experience in a similar analytical or process-focused role.

Technical & Data Skills

• Strong Excel/Google Sheets skills is a must.

• Ability to break down complex data, design scalable solutions (managing data across multiple systems), and manipulate/clean up messy and unstructured data.

• Advanced reporting expertise in creating dashboards, reports, and KPIs using tools like Tableau, Steep, or Power BI for stakeholders at multiple levels.

• Experience designing and building predictive models (e.g., for forecasting)

• Basic SQL Proficiency. Proven ability in writing basic functions like select statements, joining multiple tables, filtering, aggregates, and case/when statements.

Communication & Other Skills

• You are native in Swedish, and speak and write English fluently.

• You have the ability to influence and collaborate with senior leadership across multiple teams and departments.

• You possess excellent interpersonal and written communication skills.

• Strong sense of ownership and organizational skills to be able to handle multiple workstreams at once.

Get to Know Us (Instabee)

• Who We Are: Instabee was founded in 2022 by combining Budbee and Instabox. We are two leading last-mile delivery companies with three consumer-facing brands: Budbee, Instabox, and Porterbuddy.

• Mission: To serve millions of consumers across Europe with convenient deliveries, always with the consumer at heart, aiming to become the leading European e-commerce enabler.

• Culture: We are fast-paced and growing rapidly across Scandinavia and continental Europe. We are committed to diversity and inclusion, aiming to be a workplace where all perspectives are valued.

• Recruitment Note: This process includes mandatory background checks via Verifiera for all candidates in Sweden.

What You'll Get (Benefits)

In addition to standard benefits, we offer a challenging environment, skill development, and the opportunity to set new processes.

• Flexibility: Hybrid setup and flexible working hours.
• Office Environment: Sky-High Office: Modern, newly renovated with a 360-degree view around Stockholm.
• Pet Policy: Puppy Friendly: Whole floor dedicated for furry friends
• Leisure: Fun & Games: Ping pong, Shuffleboard, Foosball, and a Karaoke Room.
• Family Support: Parental Pay for Six Months.
• Time Off: A Day Off on Your Birthday each year.

Join Instabee as Our Business Analyst

If you are a driven analytical professional with a passion for transforming data into measurable operational excellence in the Customer Service space, this is your opportunity to make a significant impact on a rapidly growing, international company. You will be at the forefront of strategic decision-making, process optimization, and efficiency improvements that directly shape our customer experience and operational costs.

Ready to make an impact?

We offer more than just a job; we offer a fast-paced environment where your skills in data analysis, visualization, and process improvement will directly contribute to Instabee's mission of becoming the leading European e-commerce enabler. You'll be working in a modern, dynamic environment, surrounded by colleagues committed to growth, diversity, and innovation.

Apply now and help us deliver excellence in every single mile

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