Mission:

As part of the Customer Operations & Finance department and key member of the Contact Forecasting Team, your role will be to analyze customer interactions across all touchpoints and predict their future behavior, based on expected or planned events. You will collaborate closely with Customer Operations, Digital, Marketing, Finance, and Sales teams, contributing to initiatives that impact on customers and on their contact behavior. Your work will ensure accurate impact assessments and effective planning of related activities.

Key Responsibilities:

Your responsibilities will include:

Analyzing customer base and contact behavior by customer type, product, channel, seasonality…

Generating insights to identify pain points and opportunities to enhance the customer journey

Producing rolling forecasts for customer contacts across all interaction channels (both human and digital)

Monitoring and analyzing deviations between actual customer behavior and forecasted trends

Presenting key findings and insights to management on customer behavior and digital engagement, along with identified opportunities

Requirements:

Analytical background: at least 3 years’ experience as a Data Analyst or Business Analyst

Ability to interpret business needs and translate them into analytical approaches that drive reliable results

Strong experience with cloud-based Data Lake environments and data management

Proficiency in SQL for querying and data management

Experience with descriptive analysis and A/B testing and ability to implement and fine-tune statistical models, as well as generate insights from large datasets to drive business decisions

Expertise in predictive analytics, with a focus on time series analysis and machine learning models (e.g., ARIMA, Prophet, LSTM), to forecast trends and customer behavior

Experience with Python for data analysis, machine learning, and workflow automation is a plus

Proficiency in data visualization tools such as Tableau or Power BI

Advanced proficiency in Excel and PowerPoint

Problem-solving abilities and capacity to translate complex data into actionable insights

Team-oriented, adaptable and organized, with time management skills

Proficiency in English, both written and spoken