Senior Service Performance Analyst

We are a provider of digital transformation and technology consulting services with a portfolio of solutions for both clients who do not yet have Salesforce and large organizations that work on Salesforce and use its extensive capabilities ☁.

We also provide body and team leasing services in IT, providing specialists in various fields.

Model: remote

Employment type: full-time

Responsibilities:

• Monitor critical Service Performance KPIs against targets, proactively identify significant deviations, investigate root causes, and recommend corrective actions.

• Present insights and actionable recommendations during regular business reviews and stakeholder forums to drive measurable service improvements.

• Act as Analytics Subject Matter Expert (SME) and primary point of contact for all matters related to GCR Service Performance.

• Hold GCR stakeholders accountable for implementing agreed improvement actions based on analytical insights.

• Partner closely with the Analytics Product Team and VoC Process Owner to capture and prioritise product and reporting demand related to Service Performance.

• Continuously review and enhance Service Performance metrics to ensure relevance, accuracy, and alignment with business objectives.

• Drive adoption and education across teams on Service Performance dashboards and KPI frameworks.

• Support Global Consumer Relations initiatives through ad hoc analytical research and deep-dive performance analysis.

• Conduct benchmarking analysis against competitors and industry standards to identify performance gaps and opportunities.

Required:

• Proven track record of improving Consumer Service performance through effective KPI analysis and actionable insights.

• Strong data storytelling skills with the ability to translate complex analyses into clear, compelling business narratives.

• Advanced analytical capabilities with experience working on complex, high-volume datasets to uncover trends and patterns.

• High attention to detail ensuring accuracy and consistency across analyses, dashboards, and presentations.

• Self-driven and proactive mindset, demonstrating ownership, initiative, and the ability to work independently with minimal supervision.