Overview In this role, you will own the customer care analytics domain end-to-end, driving measurements of satisfaction and operational improvements. You'll partner with senior leadership to shape questions and decisions, and mentor junior analysts to raise problem-solving standards. The position sits within the Data, Analytics & Insights function, supporting cross-functional work across care, product, and operations.

You'll help translate care interactions into product and process improvements that reduce contact rates and improve delivery metrics. This is a mission-driven, data-first role at a high-growth, impact-focused company. Compensaciones / Ventajas Hybrid work environment Remote work days and flex days Mentorship programs Accessibility policies Diversity, equity and inclusion initiatives Career development opportunities Responsabilidades Own the measurement of customer satisfaction across care channels and quantify downstream impact on retention Build evaluation frameworks for AI-powered care tools (chatbots, agent assistants) and measure deflection, resolution quality,



and cost-per-contact Translate care contact patterns into product root-cause insights to reduce Contact Rate and improve Perfect Order Rate Own analytical domain end-to-end from data model to decision; partner with senior leadership to shape the questions we ask Mentor junior analysts and raise the teams problem-solving bar (Staff level) Requisitos principales Strong SQL proficiency and ability to work with large, complex datasets Track record of owning analytical problem spaces end-to-end with business-direction impact Rigorous analytical mindset (causal vs. correlational reasoning) and ability to design measurement frameworks Excellent communication and storytelling skills for senior stakeholders Experience in business analytics, commercial strategy, or a customer-facing operations domain (marketplace, e-commerce, logistics) 5+ years of data analytics experience or equivalent ownership Analytical rigor Strategic thinking Storytelling and communication SQL Python (nice to have) Google BigQuery

📌 Senior/Expert Data Analyst - Care (Barcelona)
🏢 Back Market
📍 Barcelona