Business Analyst Senior

Posted 4 weeks ago by Karolina Edensten
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Job Description

We are on an ambitious journey to re-define the customer experience related to car usage and ownership. Combining digital technologies and innovative services, we are committed to offer the most personal solutions in mobility. While we are pushing the boundaries within electrification, design, safety leadership, sustainability and more – some of the most exciting action is happening in the area of online sales.

We are building up our online sales capabilities and driving the shift towards direct consumer sales. Our aim is clear – to provide customers with modern, flexible and hassle-free ways to own a car. By that, shaping the future of the automotive industry.

Who we are
Our vision is clear: ”To be the world’s most progressive and desired premium car brand”. We believe our global success will be driven by making life less complicated for people, while strengthening our commitment to safety, quality and the environment. We have bold targets when it comes to innovation, sales and customer satisfaction and to make this happen, we need talented people on board. People with passion, energy, and a commitment to customer satisfaction. People that want to help us revolutionize the industry, by offering subscription services that take all the hassle out of car ownership. We will support you to reach your full potential. Join us on this exciting journey into the future.

For the development of our Global Online Business we will strengthen the Operations team within Fleet management with a Business Analyst. This role reports to the Head of Operations Product and Process, Global Online Business.

You will be joining a team of dedicated colleagues, striving to improve the current operations as well as prepare for new launches of markets and products. The team’s responsibility covers the areas within Order to Delivery, Fleet & Inventory management, Remarketing as well as Total Cost of Ownership. We are curious and service minded, aim to have big ears and be humble in how we approach new areas. We are always looking for ways to improve and are not afraid of challenging things. Having fun at work is something we value a lot, as well as the importance of enabling people to recharge and have an appropriate work/life balance work in a sustainable manner. Are you going to be the next person joining us? We can’t wait to meet you!

Your mission
As a Business Analyst within the Fleet Management Operations team you will work together with product teams, operations hubs and local market representatives to design processes and solutions for optimized handling of both our customers and vehicles.

You have a strong business acumen and will participate in quarterly planning activities to assess new initiatives and give input to resource planning. Capturing business needs, doing initial assessments and creating process concepts in order to place system requirements for the building of system solutions are important tasks for the Business Analyst. You will also develop training material and deliver training sessions to our operations hubs and customer relationship centers, as well as provide continuous support.

To be successful there is a need to have a good understanding of our consumer journeys and the desired consumer experience. It is at the same time crucial to be on top of our vehicle and agent journeys so that solutions are optimised from both a customer/retailer agent perspective, as well as vehicle and retailer partner perspective.

The scope of this role is global as you will cover our existing live markets (Germany, Netherlands, Norway, Sweden & UK) in EMEA and be part of launching new markets.

Who you are
We are looking for someone who is passionate and knowledgeable about customer experience and process design. As a person you get things done and you are insightful, empathetic and constantly come back to the question why. You are not afraid to go into the details and at the same time keep the holistic view of how it all fits together. 

By nature, you are curious, analytical and proactively spot patterns to look at how we can change our processes and tools to make it more effective and efficient. You are a collaborator and will build strong relationships with colleagues with the aim of understanding obstacles and improving ways of working. 

We see that you have experience within the fleet operations area with experience in leading process improvement projects. You have a good understanding for delivering customer value which is at the center of your activities. With a hands-on approach you are not afraid of stepping up to responsibilities and know how to evaluate different perspectives and creating a base for decision making. You have knowledge of Salesforce or similar CRM platforms and are a tech-savy person, and we also think experience from working with customer support or developing solutions for customer relationship centers is beneficial. You have a university degree and are fluent in English, verbal and written.