Senior Operations Business Analyst, Primary Support

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.

What You'll Do

• Understand and analyze customer service key performance metrics
• Attain a detailed understanding of business and customer service complexities with an aim to simplify them
• Develop data-driven strategies to drive improvements in key performance metrics and operational efficiencies
• Develop compelling business cases centered around advisor & customer needs using data to gain buy-in for recommendations
• Create and communicate impactful recommendations and models that improve our processes, tooling, and channel optimization
• Distill analysis and develop communications insights and progress to leadership and various company stakeholders
• Design and implement comprehensive tests, making sure that we track all relevant metrics and that we’re learning at every step along the way
• Lead cross functional projects & initiatives and anticipate impact to KPIs, the customer experience, and the advisor experience
• Develop strong relationships with a number of customer service, product and engineering teams to build win-win partnerships
• Assist in creating a continuous improvement culture that stimulates open communication and customer advocacy between teams
• Partner closely with the Customer Service Analytics team to build dashboards and reporting for key metrics and initiatives
• Partner with our R&D teams to help drive the roadmap for advisor facing tools
• Partner with outsourced teams to understand contact drivers & gather frontline advisor feedback to inform recommendations
• Perform and manage user acceptance testing of new and updated CS tools and anticipate the impacts to key metrics and the customer experience
• Participate in regular business reviews with our partners

Who You Are

• 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

Where You'll Be

• The Customer Service team is distributed across the globe - with most people located in the UK or US
• Working hours? You will operate within the UK or EU time zone for collaboration