Vacature Business Analyst II

Business Analyst II in Maastricht

The organisation

We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.

With an international team of over 1000 colleagues we work to create the ultimate customer experience not only for the drivers of our vehicles but in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

Within the aftersales organization of Mercedes-Benz, many different parties contribute to the overall customer experience. Depending on the service given to the customer, different people, products and processes will be involved. To understand the customer experience of that service and to make decisions on where to improve, transparency is required on the milestones within the customer journey and each involved party.

The function

As part of the business measures and performance steering team, you help bring transparency to the initiatives and strategy that contribute to the customer experience for each of our provided services. Your responsibility will be to ensure clear information transfer between the different layers of the organization, from operational level up to top management. You will achieve this by hosting platforms with multiple stakeholders, forming an opinion on provided input and performance results, agreeing on action plans and clearly monitoring progress. You will play a key role in ensuring the success of the overall performance management framework, while your strong communication skills will connect you with the market representatives and supporting departments alike.

Requirements

Tasks and responsibilities:

• 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 and consolidate the insights and identify the core problem in alignment with the overall objective. Collaborate with interdisciplinary teams and engage with various stakeholders with expertise in service design.
• Bridge the gap between management and the business using data analytics to assess processes, determine requirements, and help deliver data-driven recommendations
• Identify and flag structural challenges.
• Cooperatively determine appropriate solution steps in collaboration with other specialists.

What do you have to offer?

• Higher vocational or academic thinking level through education or experience
• Able to handle dynamic work environment including uncertainties
• The capacity to improvise and utilize currently available resources
• Stoicism and ability to handle set backs
• Strong communication, hosting and presentation skills
• Persuasive and 'can do' character
• Entrepreneurial DNA, Enthusiasm and motivation in pioneering new ideas
• Comfort with documenting and communicating state-of-the-art end-to-end user experiences
• Plays a proactive and coordinating role, ensuring that activities are aligned and executed effectively
• Practical experience in performance reviews and working SMART (e.g. benchmarking, KPI analytics, action plans etc)

We offer

What do we offer?

You will join a multicultural, innovative, and informal international working environment with interesting conditions, both primary and secondary:

• A full-time year contract
• The salary range for a full-time position (40 hours) is between €4640,- and €6700,- gross per month depending on experience
• We work hybrid. This means that we combine working at the office and home
• 25 vacation days
• Holiday allowance: 8% of annual salary
• Competitive performance-based salary growth
• Company results oriented bonuses
• Transportation plan: lease-a-bike, free public transport, or contribution to fuel costs
• Collective health insurance at discounted rates
• Non-contributory Pension plan
• If applicable, we offer a comprehensive relocation package

The procedure

Becoming...One of Us

Is this the right job for you? Then upload your application documents including CV and letter of motivation, detailing your relevant experience and why you are passionate about this position via the link.

For data protection reasons, we do not accept applications by e-mail. Please use the link provided for your application.

To apply for this position, please click on the below link which leads to the application website where you can upload your CV and Letter of Motivation. The application deadline is Friday, October 10.