Business Analyst, Customer Service Jobs

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Location:
Sweden, Stockholm

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Business Analyst (BA) is a critical role focused on driving operational excellence and efficiency across our global customer service operation. You will act as a key liaison between operational, technology, and data/analytics teams. Primary Function: To enable excellence, efficiency, process optimization, and strategic decision-making. Goal: Capture, visualize, and analyze key customer service data and KPIs to identify solutions, enable measurable process improvements (operational and strategic), and execute on business ambition. Key Deliverables: Develop easy-to-use analytical and visualization solutions, build data-driven models, and establish excellence/productivity benchmarking.

Job Responsibility:

Data Analysis & Root Cause Identification: Leverage large datasets to conduct quantitative deep-dives, identify performance variance and cost drivers, and perform Root Cause Analysis
Reporting & Visualization: Design, develop, and maintain dynamic dashboards and reports for real-time, actionable insights
Trend & Forecasting: Analyze data across channels to determine interaction volume trends and service activity to develop business insights and forecast required staffing levels
Collaboration: Engage with stakeholders to align data initiatives and collaborate with business, data, and tech teams to ensure smooth data flow, integration, and quality
Process Evaluation: Evaluate customer service and operations processes to identify inefficiencies and areas for enhancement
Mapping: Evaluate and map current-state business processes to identify bottlenecks and areas for automation
Solution Modeling: Develop and model optimized future-state processes and solutions to reduce operational costs, improve agent productivity, and enhance customer experience
Strategy & Implementation: Develop and implement solutions and optimization strategies to meet company objectives
Advisory: Proactively advise customer service process owners on opportunities for process optimization
Requirement Gathering: Lead requirement-gathering sessions, translating high-level business goals into detailed functional and non-functional specifications

Requirements:

2-6 years of experience in a BA role in the Customer Service space
Preferably a degree in Analytics, Business Administration, Data Science, Statistics, or another related quantitative or operational field, or equivalent experience in a similar analytical or process-focused role
Strong Excel/Google Sheets skills
Ability to break down complex data, design scalable solutions, and manipulate/clean up messy and unstructured data
Advanced reporting expertise in creating dashboards, reports, and KPIs using tools like Tableau, Steep, or Power BI
Experience designing and building predictive models
Basic SQL Proficiency
Fluent in Swedish
Speak and write English fluently
Ability to influence and collaborate with senior leadership across multiple teams and departments
Excellent interpersonal and written communication skills
Strong sense of ownership and organizational skills to handle multiple workstreams

What we offer:

Hybrid setup and flexible working hours
Modern, newly renovated office with a 360-degree view around Stockholm
Puppy friendly: Whole floor dedicated for furry friends
Fun & Games: Ping pong, Shuffleboard, Foosball, and a Karaoke Room
Parental Pay for Six Months
A Day Off on Your Birthday each year
Challenging environment, skill development, and the opportunity to set new processes

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Business Analyst, Customer Service