Experteer Overview As a Customer Care Analytics leader at Back Market, you own the measurement and optimization of customer satisfaction across care channels. You’ll build evaluation frameworks for AI-powered care tools and translate contact patterns into product insights that reduce contact rates. You’ll work end-to-end with senior leadership to steer care operations and mentor junior analysts. This role sits at the intersection of data and decision-making, driving improvements that matter for customers and the business. Compensaciones / Ventajas • Own the measurement of customer satisfaction across care channels and diagnose root causes • Develop evaluation frameworks for AI-powered care tools (chatbots, agent assist) 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 business decision • Partner with senior leadership to shape the questions asked and influence strategy • Mentor junior analysts and raise analytical standards within the team Responsabilidades • Strong SQL proficiency in large, complex datasets • 5+ years of data analytics experience or equivalent analytical ownership • Ability to own analytical problem spaces end-to-end and influence business direction • Rigorous analytical mindset with understanding of causal vs. correlational reasoning • Excellent communication and storytelling skills with senior stakeholders • Experience in business analytics, commercial strategy, or a customer-facing operations domain (marketplace, e-commerce, logistics) • Nice-to-have: Python for statistical work; domain familiarity with pricing/revenue, care platforms (Zendesk, Intercom), or logistics analytics • Experience designing experiments in an operational context (A/B tests, incrementality) Requisitos principales • Hybrid work environment (2 remote days/week, 1 remote week per quarter) • 3 flex days • Mentorship programs • Employee Resource Groups • comprehensive accessibility policies • cultural competency training

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