Oorspronkelijke vacature omschrijving:

The organisation

Our home base is the Mercedes-Benz Customer Assistance Center Maastricht, which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales. 1400 employees from 42 different countries add diversity and enrich an organization dedicated to driving customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level. For over 25 years Mercedes-Benz CAC has aimed to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues who contribute to the success of our company.

The function

The Role

The Business Analyst is part of the BICC team. The BA's are responsible for turning data into valuable insights and actionable actions, in order to optimize our businesses (e.g. processes, systems, data quality). The task of the BICC department is to provide transparency to the organization with regard to the performance and quality of our contact centers, agents, dealers, MOC’s vehicles and processes as well as the satisfaction of our customers with these products and services. The BICC team consists of Business Intelligence, Business Analytics, Data Science, and Data Stewardship.

Tasks and responsibilities:

• Empathy -> Understand the users and the problems they are facing by observing and engaging with them. Avoid assumptions and instead focus on identifying real needs.
• Define -> consolidate the insights and identify the core problem in alignment with the overall objective. Collaborate with interdisciplinary teams and support various stakeholders with expertise in service design. Ideate as many creative solutions as possible. Dare to change the status quo and seek alterfluent ways. Persuasive ability to convince and inspire others on the proposed ideas and solutions.
• Bridge the gap between IT and the business using data analytics to assess processes, determine requirements, and deliver data-driven recommendations
• Identify and flag problems.
• Cooperatively determine appropriate solution steps in collaboration with other specialists.

Requirements

What do you have to offer?

• Higher vocational or academic level (technical subject) through education or experience
• Creative approach to inventing and designing outstanding user experience
• Strong and secure pen-to-pixel visualization capabilities
• Comfort with documenting and communicating state-of-the-art end-to-end user experiences
• Enthusiasm for current trends, service design practice, and how advances in technology affect everyday life
• Ambition to take a leading role in the service design community
• Entrepreneurial DNA
• Practical experience in the application of service design methods (e.g. Competitor Benchmark, Stakeholder Map, Personas, Customer Journey, Service Blueprint, System Map, Wireframes, User Stories, Experience Flows etc.)
• Strong technical skills (Data Modeling, Statistics, Microsoft PowerBI, Data Science) and an interest in shaping the state of the art

We offer

What do we have to offer you?

We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:

• Lucrative relocation package. If applicable, you will also be reimbursed for your first arrival, housing fee, and moving costs.
• 200 vacation hours (based on full-time employment)
• Holiday allowance: 8% of annual salary
• Competitive performance-based salary growth
• Result oriented bonuses
• Employee Car Program: discount on new or used Mercedes-Benz vehicle
• Collective health insurance at discounted rates
• Pension plan
• Transportation plan: free bike every 3 years or free public transport or contribution to fuel costs
• A “tailor-made” individual development plan

The procedure

Due to data privacy reasons we cannot accept any applications sent by email. Please be so kind to use the link provided.