We are a provider of digital transformation and technology consulting services with a portfolio of solutions for both clients who do not yet have Salesforce and large organizations that work on Salesforce and use its extensive capabilities ☁.

We also provide body and team leasing services in IT, providing specialists in various fields.

Model: remote

Employment type: full-time

Responsibilities:

Monitor critical Service Performance KPIs against targets, proactively identify significant deviations, investigate root causes, and recommend corrective actions.
Present insights and actionable recommendations during regular business reviews and stakeholder forums to drive measurable service improvements.
Act as Analytics Subject Matter Expert (SME) and primary point of contact for all matters related to GCR Service Performance.
Hold GCR stakeholders accountable for implementing agreed improvement actions based on analytical insights.
Partner closely with the Analytics Product Team and VoC Process Owner to capture and prioritise product and reporting demand related to Service Performance.
Continuously review and enhance Service Performance metrics to ensure relevance, accuracy, and alignment with business objectives.
Drive adoption and education across teams on Service Performance dashboards and KPI frameworks.
Support Global Consumer Relations initiatives through ad hoc analytical research and deep-dive performance analysis.
Conduct benchmarking analysis against competitors and industry standards to identify performance gaps and opportunities.

Required:

Proven track record of improving Consumer Service performance through effective KPI analysis and actionable insights.
Strong data storytelling skills with the ability to translate complex analyses into clear, compelling business narratives.
Advanced analytical capabilities with experience working on complex, high-volume datasets to uncover trends and patterns.
High attention to detail ensuring accuracy and consistency across analyses, dashboards, and presentations.
Self-driven and proactive mindset, demonstrating ownership, initiative, and the ability to work independently with minimal supervision.

Senior Service Performance Analyst

Craftware