Sales Customer Data Analyst for Service Operations

Sales Customer Data Analyst for Service Operations Entity: Daikin Europe HQ Job Category: Customer Care and Technical Service Location: Oostende, West Flanders, BE Job Requisition ID: 2401 With us, you will find opposites that attract: A global group for innovative heating, ventilation, refrigeration and air-conditioning systems, where you are on a first-name basis across all hierarchies. A stable employer, alongside of whom you can develop yourself dynamically. With cultural diversity instead of simplicity. Where you can not only have really good ideas, but can also implement them. As a CIC Customer Data Analyst for Service operations you will be instrumental in shaping data-driven strategies and operational improvements within the Service domain of the CIC (Customer Interaction Center = Contact Center and Self-Service Interactions). Your role is aimed to enable the organization to reach several high-impact strategic goals, like accelerating Efficiency Gains, improving customer satisfaction (specially in Technical hotline) and first time resolution rate. You will work closely with the CIC governance team (CIC = Customer Interaction Center = Contact Center and Self-Service Interactions), providing support with your actionable insights, and driving continuous improvement across our global operations (be it optimization of sales processes, governance, or customer engagement initiatives). Your key responsibilities will include: Service Governance & Implementation SupportSupport the implementation of the FU30 CIC framework by defining roles and responsibilities within Service governance structures. Creation of Reports and DashboardsDevelop and maintain insightful management reports and dashboards to monitor the performance of CC operations, including cost analysis, resource utilization, escalation trends etc. Support CX InitiativesActively participate in monthly CX meetings, coordinate the analysis of customer feedback, and summarize findings to identify improvement areas and propose actionable steps. Follow-Up on ImprovementsTrack and report on the progress of implemented improvements, ensuring transparency and accountability. Ad hoc - Quality Review and Ticket Analysis as support to Affiliates Provide ad hoc support to Affiliates with quality reviews and ticket analysis, based on specific requests or identified performance gaps. Engage in quality assurance activities—such as call reviews and process evaluations—only when performance data indicates a need for deeper investigation or improvement. Analyze customer service tickets selectively, focusing on cases where insights are needed to address inefficiencies or support targeted process enhancements. Assist in resolving high-priority issues and escalate them only when critical thresholds are met or upon request from stakeholders. First-Year Focus Projects In your first year, you will contribute to several strategic initiatives, including: Support with the preparation and rollout of the FU30 CIC Service governance model, ensuring clarity in roles and responsibilities. Supporting the roll-out of self-service tools to enhance customer autonomy and reduce operational load. Assisting with change management efforts in Affiliates to ensure smooth adoption of new tools and processes. Contributing to capabilities mapping and efficiency gains analysis across Affiliates to identify optimization opportunities. Your Profile We are looking for a proactive and analytical professional who thrives in a dynamic, cross-functional environment. You should be passionate about using data to drive sales performance and customer engagement. Required Skills and Experience: Experience in data analysis, preferably in a customer service or operations environment. Proficiency in data visualization tools (e.g., Power BI, Tableau) and Excel. Strong analytical and problem-solving skills with the ability to interpret complex data sets and to translate them into actionable insights and strategic recommendations. Ability to manage multiple priorities and work collaboratively across teams. Desired Skills and Experience: Familiarity with CRM/ ticketing/ telephone systems (e.g., Salesforce, SAP, Genesis). Experience managing or supporting process improvement initiatives. Experience with customer feedback analysis and reporting. Experience in change management or supporting digital transformation initiatives. Knowledge of customer journey mapping and sales funnel optimization. Strong communication and presentation skills. Experience working in or with Contact Centers or in Customer Service environments is a strong plus. Alternatively, a demonstrated interest in customer experience is highly valued. A Master’s degree in a relevant field (e.g., Business Analytics, Data Science, Economics, Engineering) and some technical knowledge is a plus, but not a strict requirement.