Business Analyst

Posted 8 months ago by Anthon Byberg
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Job Description

EMEA is one of three stand-alone regions within Volvo Cars.
As an operational unit, we are responsible for overseeing all commercial activities in over 60 countries and thus ultimately for region and market performance within market earnings and sales targets.

We have a clear focus on our customers, our customer’s experience and sustainable growth.
We build our management on trust and team spirit and encourage an entrepreneurial spirit.
We convey good creativity paired with ownership – that always helps to make a difference in our delivery oriented business environment.
We have been on an ambitious roll-out of our Volvo Cars app to customers around the world.
We are adding new features, new communication channels and upgrading our technology in the app constantly.
As demand for services, convenience and features at your fingertips grow, so do the questions, communications and challenges that come with managing a world-wide app in 22 EMEA markets and 47 importer hubs.

We are looking for a Business Analyst who can help in two distinct ways. First of all, we need someone to help fire-fight alongside the customers, retailers and customer care agents who rely on the app for day to day services.
You will investigate issues, meet with Product teams, communicate upgrades, create FAQ documents, stream line ways of communicating and validate questions, requirements or system issues.
You may also need to communicate back to Customers and Retailers so being able to speak to the people on the ground using the app is key to this role.
Alongside the Digital Product teams responsible for the app, you will help triage and prioritise problems and follow through on investigations.

Your main tasks will involve coordinating among all the stakeholders who need to hear about issues and find out about fixes.
Combined with multiple stakeholders including the Regional Customer Experience team (EMEA CX), the Regional Digital team (EMEA Digital), Customer Care centres, Product specialists in the market, and technical teams actually building the interface to the car, there are lot of moving parts to pull together and ensure smooth communications and rapid resolutions. The second piece to this role is once there is more stability in resolving queries, issues and questions, the Business Analyst will be asked to recommend a process or organisational set-up to manage this intake of issues, questions and communications for staff, tech teams, retailers and market staff. This would be wider than just Volvo on Call / The Volvo Cars app, but helping to look at processes across EMEA CX and EMEA Digital in order to recommend a solution. With rapidly changing digital solutions and products, we need a robust way of communicating outwards to our users and stakeholders as well as gathering feedback and prioritising issues with the product teams. For this role: -You will have a broad role where you can use and continue to further develop a large palette of skills in the areas of project management, business analysis, communication and change management.

 -You will have the opportunity of working together with our global product teams and the business in the local sales companies in the EMEA region.
 -You will be an integral part of the EMEA Digital and CX teams with experience from similar areas driving change in systems and business in a global environment.
 -You will have a structured way of working, a curios mindset, a general interest in technology and great communications skills and in your profile.
 – You will have stakeholders with varied technical knowledge and you can communicate easily with both technical specialists as well as consumers with limited technical understanding. You will identify resource needs, drive meetings, manage risks and communicate frequently to all stake holders. With multiple projects and stakeholders involved across Digital, Global Online Business, CX, and EMEA, this requires a strong focus and a way to navigate through the forest in order to find the trees.