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Customer Experience Data Analyst

Job Amsterdam, NL
Posted 25 Feb 2021

Degree level

Bachelor

Job function

IT

Required language

English (Fluent)

Work experience

3 to 5 years

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Join our team either remotely or in our HQ in Amsterdam. This role can be based in any location within the EMEA region.

About us

MessageBird is transforming the communications landscape as one of the fastest-growing software companies in the world. Our cloud communications platform makes it possible for businesses to instantly connect with over 7 billion phones globally, allowing them to speak with their customers in the same ways they talk to their friends.

Our suite provides access to all major messaging channels, from SMS and Voice to WeChat, Messenger, Facebook, WhatsApp and more. We provide out-of-the-box solutions with our own applications like Inbox and Flow Builder, plus a robust set of APIs that simplify workflows and automation.

With over 15,000 customers — from small and mid-sized businesses to some of the world’s biggest brands — it’s likely that you’ve benefited from our technology at some point. Our products range from turn-key applications like Inbox, Flow Builder and Campaign Builder, to leading solutions and APIs for enterprises; all are available through our Online Self-Serve (OSS) dashboard.

Our global team is a powerhouse of 350+ employees, who work across eight international offices. We’re excited that you’re here and interested to #jointhenest.

How we work

We work fast, grow fast, and build fast. Life at MessageBird moves in fast-forward motion. We’re a team that focuses on making an impact — right from day one. We are go-getters, industry leaders, and dreamers. Risk takers. Roll-up-your-sleeves-and-make-it-happen kind of people. We thrive on transparency, and we value solution-minded attitudes.

We are all driven by one ethos: Get Shit Done. We love shaping things together and leveraging different perspectives, because that makes our products better. Our Birds are empowered with freedom and opportunity; in return, we expect honesty, courage, and agility. We own our work, and sometimes we fail. And then we get back up and cross the finish line — together as a team. Sound refreshing? We think so, too.

The Role: Customer Experience Data Analyst

The Customer Experience Operations team is growing rapidly and across the globe getting shit done for our customers. As we grow, we need to track and analyze how well we are serving our customers and develop insights on how we can keep improving from them and MessageBird.

As a Customer Experience Analyst, you are familiar with both customer success and support teams and operations and success metrics. You are driven to dig deep into our data and create data sets that help us measure our performance and pivot the data to discover new insights. You will also have experience with data warehouses and accessing them via SQL to build customer dashboards..

What you’ll do

  • Design dashboards for the Customer Success and Support team to measure performance of our teams, tools, and content.
  • Manage and improve existing reporting for Customer Success org.
  • Analyze reports and develop insights into trends for  root cause analysis and leadership decision making
  • Identify risk assessment of projects and new processes
  • Create custom ad-hoc reports as well as new Dashboards to monitor the Success and Support teams’ performance
  • Gather and aggregate data from primary and secondary sources to develop meaningful insights and analysis for strategic decisions
  • Collaborate with the larger MessageBird data and business intelligence teams 
  • Generate regular reports on weekly, monthly, and quarterly basis
  • Establish and review Success and Support KPIs and analyze and report on trends and changes.

What you’ll bring

  • You have a minimum of 3+ years as a data analyst
  • You have a detective’s mind set to investigate the why of a process and what can make it better
  • You have experience working with customer data 
  • Experience in handling large data sets and relational databases.
  • You are experienced  using SQL and dashboards tools like Tableau, Gsheets, or Looker.
  • Basic Python programming skills would be a bonus skill to have.
  • You love to collaborate to solve problems and make improvements.
  • You have a comfort with financial, customer, and support data 
  • You are a creative problem solver and can tell a story with data and present it a way that leads to decisive discussions.
  • You are able to analyze existing tools and databases and provide software solution recommendations.
  • Excellent written and speaking communication skills to explain data.

Psst… some added perks

  • The ability to Work Anywhere — literally anywhere you want, as long as it’s in the same time zone as your team (yup… you read that right!). This comes with the added benefit of finding the right work-life balance for you by following our 80/20 rule.
  • WFH office set-up allowance to make sure you have all you need to “get shit done” in an ergonomically-friendly manner.
  • Top-notch work equipment (including Bose headphones!).
  • MessageBird swag to keep you well-dressed.
  • The occasional (virtual) company-wide and team events. 
  • A team of (fast-)forward-thinking, talented and fun colleagues from more than 50 countries!
  • MessageBird is an equal opportunity employer. If you think you’re a match for this role and can bring some great skills to the MessageBird team, please apply! We’re excited to get to know you.
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About MessageBird
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MessageBird is a cloud communications platform that enables consumers in virtually every corner of the planet to connect with businesses in the same way they connect with their friends - seamlessly, on their own timeline and with context.
Since 2011, we have been connecting companies to their customers on billions of devices around the world.
To power these operations, we have offices on 4 continents and a world-class team of over 40 different nationalities.

Telecom
Amsterdam
Active in 8 countries
350 employees
60% men - 40% women
Average age is 30 years