CrawlJobs Logo

Business Analyst, Customer Service

instabee.com Logo

Instabee

Location Icon

Location:
Sweden , Stockholm

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Job offer has expired

Job Description:

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.

Job Responsibility:

  • Data Analysis & Root Cause Identification: Leverage large datasets to conduct quantitative deep-dives, identify performance variance and cost drivers, and perform Root Cause Analysis
  • Reporting & Visualization: Design, develop, and maintain dynamic dashboards and reports for real-time, actionable insights
  • Trend & Forecasting: Analyze data across channels 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
  • Process Evaluation: Evaluate customer service and operations processes to identify inefficiencies and areas for enhancement
  • Mapping: Evaluate and map current-state business processes 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
  • 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

Requirements:

  • 2-6 years of experience in a BA role in the Customer Service space
  • Preferably a degree in Analytics, Business Administration, Data Science, Statistics, or another related quantitative or operational field, or equivalent experience in a similar analytical or process-focused role
  • Strong Excel/Google Sheets skills
  • Ability to break down complex data, design scalable solutions, 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
  • Experience designing and building predictive models
  • Basic SQL Proficiency
  • Fluent in Swedish
  • Speak and write English fluently
  • Ability to influence and collaborate with senior leadership across multiple teams and departments
  • Excellent interpersonal and written communication skills
  • Strong sense of ownership and organizational skills to handle multiple workstreams
What we offer:
  • Hybrid setup and flexible working hours
  • Modern, newly renovated office with a 360-degree view around Stockholm
  • Puppy friendly: Whole floor dedicated for furry friends
  • Fun & Games: Ping pong, Shuffleboard, Foosball, and a Karaoke Room
  • Parental Pay for Six Months
  • A Day Off on Your Birthday each year
  • Challenging environment, skill development, and the opportunity to set new processes

Additional Information:

Job Posted:
December 09, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
Icon
Instabee - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Business Analyst, Customer Service

Customer Service Analyst

The Customer Service Analyst position is responsible for assisting in customer r...
Location
Location
Malaysia , Penang
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree/University degree or equivalent experience
  • experience in customer service
  • proven investigative, analytical and risk management skills
  • demonstrated ability to present concepts and influence/lead change
  • consistently demonstrate clear and concise written and verbal communication
  • proficiency in spoken and written English and Chinese (Mandarin / Cantonese)
  • consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
Job Responsibility
Job Responsibility
  • Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
  • ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
  • conduct necessary analyses to address client needs
  • communicate resolutions to clients
  • appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency
What we offer
What we offer
  • Programs and services for physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more
  • resources to manage financial well-being and help plan for the future
  • access to learning and development resources to broaden and deepen skills and knowledge
  • Fulltime
Read More
Arrow Right

Customer Service Analyst

Entry-level position responsible for assisting in customer related activities an...
Location
Location
Ireland , Dublin
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bilingual proficiency in Spanish and English (oral and written) required
  • additional European languages (e.g., Italian, German) preferred
  • Excellent verbal and written communication skills with proven experience in a business or financial environment
  • Superior investigative and analytical skills including ability to understand and interpret statistics and metrics
  • Proven ability in problem-solving and crisis management
  • Exceptional planning, organizational, time management, and prioritization skills
  • Highly accountable, self-reliant, and results-oriented with ability to influence stakeholders
  • Demonstrated experience in driving process improvements
  • Strong influencing and persuasion skills capable of engaging effectively with colleagues and clients
Job Responsibility
Job Responsibility
  • Manage portfolio of high-profile clients ensuring timely and professional resolution of all queries and issues
  • Proactively identify, investigate, and resolve client problems collaborating with internal teams and escalating when necessary
  • Drive client satisfaction through regular proactive engagement, calls, visits, and clear communication on critical updates
  • Provide and analyze client performance data (MIS/scorecards) to enhance productivity and promote self-service solutions
  • Initiate and support digitization projects focused on query reduction and increased adoption of self-service tools
  • Coordinate special transactions (e.g., mergers, acquisitions) and ensure adherence to all departmental standards, KPIs, and robust control environment
  • Maintain up-to-date knowledge of market and regulatory requirements impacting client portfolio
  • Ensure comprehensive logging and management of all client interactions within designated service tracking system
  • Provide comprehensive guidance and support to clients on both global and local payment procedures via phone and email
  • Act as language resource for Top 650 clients providing support in Spanish to facilitate effective communication and expedite issue resolution
What we offer
What we offer
  • Competitive base salary (annually reviewed)
  • Business casual workplace
  • Hybrid working model (up to 2 days working at home per week)
  • Benefits supporting well-being, living well and saving well
  • Inclusive workplace environment
  • Fulltime
Read More
Arrow Right

Technical Publications, Sales and Customer Service Analyst

Location
Location
Canada , Dorval
Salary
Salary:
Not provided
bombardier.com Logo
Bombardier
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proficient with Microsoft Office suite (Word, Excel, PowerPoint, Access and Project)
  • Familiar with the usage of SAP, Salesforce and sales forecasting and subscription management systems/software
  • Technical or University diploma and experience as a sales representative
  • Bilingual (French and English)
  • Organized and manage time efficiently, while working toward aggressive deadlines
  • Excellent interpersonal, communication, and presentation skills
  • Team player
  • Work independently with little supervision and make sound decisions
  • Demonstrated ability to think both analytically and creatively
  • Innovative and have entrepreneurial skills
Job Responsibility
Job Responsibility
  • Develop, lead and implement strategic initiatives to drive sales and continuously hit and exceed objectives
  • Coordinate sales effort with team members and various stakeholders
  • Solicit our customers to offer business solution appropriate to their needs
  • Ensure account management and coordination of key customer accounts under existing contract
  • Provide account management and coordination of key customer accounts and contracts
  • Maintain client records and data integrity in the subscription management system in place
  • Develop methods and strategies for assessing large amounts of data cleansing and data integrity
  • Prepare daily, weekly, monthly, quarterly, and annual sales reviews
  • Provide customized reports and recommendations supporting ongoing business decisions or initiatives
  • Perform needs analysis of existing/potential customers
What we offer
What we offer
  • Insurance plans (Dental, medical, life insurance, disability, and more)
  • Competitive base salary
  • Retirement savings plan
  • Employee Assistance Program
  • Tele Health Program
  • Fulltime
Read More
Arrow Right

Customer Service Junior Analyst

At Citi, we connect millions of people across hundreds of cities and countries e...
Location
Location
Malaysia , Kuala Lumpur
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 0-2 years of relevant experience
  • Fresh Graduates/Previous relevant experience preferred
  • Experience in customer service
  • Proven investigative, analytical and risk management skills
  • Demonstrated ability to present concepts and influence/lead change
  • Consistently demonstrate clear and concise written and verbal communication
  • Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
  • Bachelor's degree/University degree or equivalent experience
Job Responsibility
Job Responsibility
  • Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
  • Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
  • Conduct necessary analyses to address client needs
  • Communicate resolutions to clients
  • Develop and maintain client portfolio through regular calls and face to face interaction, as needed
  • Inform clients about problems (system failures, market issues) and provide regular resolution updates
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency
What we offer
What we offer
  • Programs and services for physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more
  • Expanded Paid Parental Leave Policy
  • Access to an array of learning and development resources
  • Programs that help employees balance work and life
  • Fulltime
Read More
Arrow Right

Business Analyst - Parts Services Configuration Management

Location
Location
Canada , Dorval
Salary
Salary:
Not provided
bombardier.com Logo
Bombardier
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • At least 2 years of project management experience, with PMP certification considered an asset
  • At least 5 years of experience in the aerospace industry or other complex product industries, ideally at Bombardier
  • At least 3 years of SAP material master experience
  • Proven ability to improve business process efficiency using technology and process improvement methodologies
  • Appropriate interpersonal skills and communication methods to effectively develop presentations, present business cases and communicate to all levels of the organization
  • Flexible and adaptable to constant change with the ability to anticipate business needs and comfortable dealing with ambiguity
  • Self-motivated and resourceful with great organizational skills leading to deliver on time, consistently
  • Team player, customer service focused individual who can work collaboratively within cross functional groups in a global network
  • Proficient Computer skills – MS Suite (Required), Advance excel (Required), Access (Highly Preferred), Power BI (Highly Preferred), SQL (Preferred), Python / R Studio (Asset) with the ability and excitement to learn new tools as they become available
  • Occasional travel may be required in this role
Job Responsibility
Job Responsibility
  • Work with multifunctional team (Customer Services, Inventory Control, Engineering, Material Logistics, Aftermarket Quality, BAS sites) to successfully complete projects, monitor project timelines, and report to management on project health
  • Structure and coordinate projects while supporting various departments in implementing initiatives, adopting a participative leadership style
  • Prepare weekly governance of Parts Services Configuration Management
  • Analyze, solve problems and suggest improvements to Parts Services teams within our worldwide parts network to improve parts availability on SAP Material Master
  • Lead and/or participate in continuous improvement initiatives to augment your or the team’s operational processes efficiencies
  • Provide ad-hoc analysis requirements as needed
What we offer
What we offer
  • Insurance plans (Dental, medical, life insurance, disability, and more)
  • Competitive base salary
  • Retirement savings plan
  • Employee Assistance Program
  • Tele Health Program
  • Fulltime
Read More
Arrow Right

Business Analyst

An exciting opportunity to join a global, cutting-edge SaaS Insurtech Client tha...
Location
Location
Salary
Salary:
65000.00 USD / Year
calibrecandidates.com Logo
Calibre Candidates
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 3+ years in Product Owner/Business Analyst roles, in an Insurtech or SaaS Financial Services environment
  • Understanding of Insurance sector ideal
  • Excellent written and verbal communication skills with fluency in English as well as 2 additional languages (Italian, French or Spanish)
  • Experienced in Agile methodology and able to collaborate with cross-functional teams across borders
  • Practical experience in specifying user requirements and managing User Acceptance Testing
Job Responsibility
Job Responsibility
  • Working closely with Digital Leadership to understand business goals and execute product roadmaps
  • Working closely with Product Lead, to create and maintain a product backlog aligned with business value/ROI
  • Translating conceptual customer requirements into functional requirements concisely for developers and product owners
  • Documenting user stories, workflows and data mappings
  • Assisting in the development of GTM plans, while working with cross functional department for execution
  • Developing and maintaining appropriate tracking and reporting of product performance post-launch
  • Providing end user support, monitoring the systems and responding to queries/issues in a timely manner
Read More
Arrow Right

Service Desk Analyst

The Service Desk Analyst is a vital role within Agilisys and this role will be r...
Location
Location
United Kingdom , Rochdale
Salary
Salary:
Not provided
blenheimchalcot.com Logo
Blenheim Chalcot
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience of working within a customer service environment, preferably within IT
  • Good problem-solving aptitude and skills
  • A positive analytical attitude to support process and performance improvement
  • Ability to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available
  • Knowledge of current Microsoft Windows computer operating systems
  • Knowledge of hardware and systems software installation and support
  • Knowledge of PC hardware components and peripherals
  • Knowledge of standard business applications e.g. current Microsoft Office suites, popular web browsers, Microsoft Exchange email clients
Job Responsibility
Job Responsibility
  • Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT)
  • Communicate with user by phone, email and via intranet
  • Deliver a high standard of customer care, by taking ownership of incidents
  • Take part in IT service improvement
  • Provide technically accurate solutions to users and customers
  • Aim to resolve 75% of incidents at first point of contact (75% first time fix), with or without the aid of remote control software
  • Maintain the accuracy of the SMT and related databases by updating new user information, relocations etc
  • Update the Knowledge base by adding articles and supplying new documentation where appropriate
  • Continuous communication with internal customers to provide updates on incident resolution
  • Liaise directly with external maintenance suppliers
What we offer
What we offer
  • Enhanced Pension Scheme
  • Health Insurance
  • Life Assurance
  • Access to exclusive discounts and offers through the company’s “Perks at Work” scheme
  • 25 days annual leave (with the option to buy more)
Read More
Arrow Right

Service Analyst 1 CBPS

The Service Analyst 1 in CBPS is an entry-level position servicing off-shore cli...
Location
Location
Philippines , City of Taguig
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Previous relevant experience preferred
  • Series 6 and 26 License
  • Fundamental understanding of industry regulations in the US and Canada, extensive understanding of systems, products and culture
  • Proven knowledge of securities, insurance and mortgage lending laws and regulations as they apply to sales practice issues affecting the sales force
  • Effective verbal and written communication
  • Influencing and relationship management skills
  • Proven ability to creatively solve problems
  • Bachelor’s/University degree or equivalent experience
Job Responsibility
Job Responsibility
  • Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries across all product lines
  • Ensure accuracy of research and compliance advice provided to members of sales force team
  • Develop information regarding required changes in reports and procedures
  • Assist with the preparation of written and verbal reports for senior management on compliance program status, issues, trends and concerns
  • Support sales force and management by implementing recommendations concerning changes, improvements and enhancements
  • Apply knowledge of how the team interacts with others in order to accomplish Customer Service goals
  • Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency
  • Fulltime
Read More
Arrow Right
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy