Who we are
A piece of the moon, a complete dinosaur skeleton, the Pope's hat, the world's smallest book - at Catawiki, we come across exceptional objects such as these every day.
Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75,000 special objects in auction every week — each reviewed and selected by one of Catawiki’s hundreds of in-house experts specialised in Art, Design, Jewellery, Fashion, Classic Cars, Collectables and many more.
We've sold 10 million unique items to date and it’s our mission to become the world’s most popular auction destination for special objects.
We’re an innovative, pioneering and fast-growing scale-up. If you think you can make a difference to our team, go ahead and apply.
About the role
As a Business Analyst in Customer Experience you are responsible to identify the opportunities of improvement based on data results, comprehend potential risks, and provide solutions that maximize our effectiveness and ensure we deliver the best value to our customers.This role will assess how CX is performing and help improve processes and systems. You will research and analyze in order to come up with solutions to business problems and help to introduce these solutions to the businesses. You will focus on developing an in-depth understanding of the end to end customer experience and informing and building solutions that improve the customer experience of more customer focused services.You will support the CX organization with Customer analytics, insights and reporting to implement customer data architecture, utilizing analytics, data modeling, and customer segmentation methodologies to generate customer insights that inform new service innovations and customer-centered solutions.
What you’ll do
- Understand the customer journey and the key data points to make each step of that journey effective, from a resource, cost and time perspective. Translate data insights into actionable actions with a predictable and measurable impact.
- Build data and reporting to surface insights
- Ensure information shown in reports/dashboards is correct and accurate
- Review, analyze and present your proposal improvements about the way we handle information, with a case study behind, and a preview of what the outcome would look like.
- Assist WFM and other CX support areas in acquiring the right information, adding your experience and always looking for improvement opportunities.
- Evaluate trends in data, and support WFM in the Forecast process understanding possible seasonalities and deviations.
- Cooperate with Data, Finance or other teams, in order to make the information available to everyone involved, easily reachable and understandable.
- Promote a culture of customer-centered service delivery and continuous service improvement to ensure they meet customer needs and expectations, and Service Level Agreements.
- Provide regular updates regarding progress, results and achievements of the reporting and agreed targets.
What you’ll bring
- Hands-on experience in writing SQL queries and ability in developing dashboards
- Understanding business goals and needs, depending on the situation
- Critical and analytical thinking
- Effective communication and presentation skills
- Work experience in WFM or Data Science teams is a plus
Who you are
- Higher education degree in Business, IT or related (Bachelor or Master)
- Minimum 3 years of experience as a business analyst or in a related field
- Hands-on experiences with SQL
- Outstanding aptitude for interpreting and analyzing data and advanced tech and spreadsheet skills to support these aptitudes
- Well organized and autonomous, with the ability to handle a multitude of tasks and prioritize workload efficiently
- Proactivity is a must in this position; you need to be able to identify what can be improved, and launch actions in order to demonstrate your hypothesis
- Ability to communicate across organisational lines in an open and collaborative manner
- Proficient level of English
Here’s what we can offer you
This is your chance to join our mission to fulfil people’s passions, as part of a young and dynamic organisation. You'll be part of an enthusiastic, highly-motivated team of 800+ Catawikians. Additionally, you can expect:
- A challenging role in a diverse, international and fast-growing organisation with over 50 nationalities.
- Regular fun activities both on and offline e.g summer parties, boat rides and regular team events.
- Great secondary benefits including a holiday allowance and a fantastic pension plan paid for by Catawiki.
- Hybrid ways of working between home and office. We offer remote and activity-based working, suited to the team and individual responsibilities
- We care about our teams’ wellbeing and offer a holistic wellbeing programme including our Employee Assistance Programme offering clinical services, single-session therapy, wellness support and more.
- Tailored learning and development opportunities to support your personal and professional growth;
- We want to help you celebrate special occasions in life by:
- providing employees with a 100 EURO Catavoucher upon joining and 50 EURO birthday Catavouchers;
- Extra days of annual leave for work anniversaries at 3, 5, 8 and 10 years;
- Additional leave allowances for important life events such as moving, engagement & marriage;
- Each year Catawikians get an additional day’s leave to Pursue their Passion!
Please note that our benefits offering changes depending on which country you are employed in. For our country-specific offering please ask your recruiter.
Our commitment to you
Catawiki’s eclectic team represents an international and intergenerational mix of people from different professional and cultural backgrounds. We foster an inclusive and queer-friendly work environment, committed to making every Catawikian feel welcomed and empowered. Whatever your story, we encourage you to bring your unique perspective to the table.
Catawiki stands with Ukraine and encourages people displaced by the current conflict to apply. In addition to the several initiatives we’ve launched, we’re open to ideas on ways we can continue to support the humanitarian effort.
Our offices and way of working
We have sensational offices in Amsterdam, Groningen, Paris and our newest office in Lisbon. Most of our employees are within commutable distance of one of our office locations and enjoy a hybrid work model. This means we expect you to be in the office 2 out of 5 days, roughly 40% of your working time, to collaborate and connect with each other. The exception is of course, if the job description specifically states that the role is 100% remote, as some experts and sales positions are.
Interested?
Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. By submitting your application you agree to Catawiki’s Applicant Privacy Policy.
If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
We’re continually incorporating hybrid elements, while employees choose how they split their work between the office and home.
We strive to be an employer where your impact is meaningful, visible and rewarded.
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