Senior/Expert Data Analyst - Care

Back Market
Barcelona
Workplace: HybridFull timeFunction: Data Analytics & Business IntelligenceExperience: 5+ yearsSkills: ["Communication","Storytelling","Analytical thinking","Causal reasoning","Mentorship"]

Own customer care analytics end-to-end, turning care-channel data into measurable improvements in satisfaction, retention, contact rate, and perfect order rate. Build evaluation frameworks for AI-powered care tools, quantify deflection and resolution quality, and develop cost-per-contact insights. Partner with senior leadership to shape questions and decisions, while mentoring junior analysts and raising analytical standards across domains.

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FursaFursa
Back Market
Back Market
1 month ago

Senior/Expert Data Analyst - Care

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own customer care analytics end-to-end, turning care-channel data into measurable improvements in satisfaction, retention, contact rate, and perfect order rate. Build evaluation frameworks for AI-powered care tools, quantify deflection and resolution quality, and develop cost-per-contact insights. Partner with senior leadership to shape questions and decisions, while mentoring junior analysts and raising analytical standards across domains.
Location: Barcelona
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Mid level

Key Responsibilities

  • •Own the measurement of customer satisfaction across all care channels, diagnosing root causes and quantifying downstream impact on retention.
  • •Build evaluation frameworks for AI-powered care tools (chatbots, automated resolution, agent assist), including deflection rates, resolution quality, and cost-per-contact.
  • •Translate care contact patterns into product root-cause insights to reduce Contact Rate and improve Perfect Order Rate.
  • •Own your analytical domain end-to-end—from data model to decision—and partner directly with senior leadership to shape the questions asked.
  • •At staff level, mentor junior analysts and raise the bar for how the team approaches problems.

Pay and Benefits

Perks:Remote Work

Key Requirements

  • •Strong SQL proficiency and the ability to work with large, complex datasets, explaining results for the business.
  • •5+ years of experience in data analytics (or equivalent analytical ownership).
  • •A rigorous analytical mindset, including causal vs. correlational reasoning and designing measurement frameworks from scratch.
  • •Excellent communication and storytelling skills to turn complex analyses into clear narratives for senior stakeholders to act on.
  • •Experience in business analytics, commercial strategy, or a customer-facing operations domain (marketplace, e-commerce, logistics, or similar).
Experience:5+ yearsMarketplaceE-commerceLogisticsCustomer-facing operations
Skills:CommunicationStorytellingAnalytical thinkingCausal reasoningMentorship
Tech Stack:Google BigQueryDbtOmniAmplitudeSQLPythonZendeskIntercomA/B testingIncrementality frameworks

Company Brief

Back Market
Online marketplace selling refurbished electronics (smartphones, laptops, tablets, appliances) aiming to make renewed tech trustworthy, affordable and sustainable across multiple countries.
Industry: Online Marketplaces
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Paris, France
Founded: 2014
Glassdoor
Glassdoor: 4.0
WebsiteLinkedInGlassdoor