Back Market

1 day ago

Senior/Expert Data Analyst - Care

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 32 minutes 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: 4.0

Website LinkedIn Glassdoor

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Back Market

1 day ago

Senior/Expert Data Analyst - Care

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 32 minutes agoStatus: Live

Job Summary

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: 4.0

Website LinkedIn Glassdoor