Vacatures customer support Eindhoven

Business Analytics Solution Expert Job Description Your role

• Analyzes complex service operations data, including financial, operational, and customer feedback metrics, to uncover performance trends, inefficiencies, and areas for improvement, leveraging advanced analytical tools to drive strategic decision-making, working under limited supervision.
• Interacts with cross-functional teams, including operations, finance, and customer support, to ensure seamless execution of service performance strategies, fostering alignment of objectives and data-sharing to improve service delivery and business efficiency.
• Monitors comprehensive sets of KPIs and advanced analytics to measure service productivity, operational effectiveness, and customer satisfaction, identifying root causes of underperformance and recommending targeted actions for improvement.
• Participates in the development of detailed, data-driven action plans and service improvement strategies based on in-depth analysis of service delivery challenges, leading the design and implementation of initiatives aimed at optimizing performance and scalability.
• Conducts thorough assessments of end-to-end service processes, workflows, and data flows to identify inefficiencies and opportunities for process optimization, implementing best practices to enhance operational efficiency and customer satisfaction.
• Communicates service performance trends, analytical findings, and proposed improvement strategies to senior leadership and key stakeholders through clear, data-backed reports and presentations to inform decision-making.
• Maintains comprehensive documentation of service analytics processes, improvement initiatives, and operational workflows, ensuring accessibility and regular updates to support ongoing tracking and audit compliance.
• Reviews service operations data and business processes regularly to ensure adherence to best practices, regulatory compliance, and alignment with long-term service delivery objectives, providing expert recommendations for continuous improvement.
• Ensures compliance with service quality standards and regulatory requirements by identifying potential risks, developing preemptive mitigation strategies, and implementing corrective actions to maintain service integrity.
• Supports large-scale service improvement initiatives by conducting detailed analyses, tracking performance outcomes, and reporting on their success, ensuring alignment with organizational objectives and customer satisfaction goals.
• Escalates complex service performance issues, data discrepancies, or risks to senior management or relevant stakeholders, ensuring swift resolution and minimal disruption to service operations through structured escalation frameworks.

You are fit if:

• Education: Bachelor’s / master’s degree in mathematics, Science, Engineering, Business Analytics, Business Administration or equivalent.
• Experience: Minimum 2 years of experience with a Bachelor’s in areas such as Service Delivery, Business Analytics or equivalent OR no prior experience required with a master’s degree.

Core Technical Skills (Hard Skills)

• SQL and Azure Databricks: Essential for querying and managing data in databases.
• Spreadsheets (Excel/Google Sheets): Still crucial for basic analysis and data handling.
• Programming Languages (Python/R): For statistical analysis, machine learning, and complex data tasks.
• Data Visualization Tools: Qlik, Power BI, or similar for creating clear dashboards and reports.
• Data Cleaning & Preparation: Skills to handle missing data, outliers, and inconsistencies.
• Statistics: Foundational knowledge for understanding data patterns and meaning.

Essential Soft Skills

• Critical Thinking & Problem-Solving: To logically approach complex business questions and find solutions.
• Communication & Presentation: Ability to explain complex findings to non-technical audiences clearly (written, verbal, visual).
• Business Acumen/Domain Knowledge: Understanding the industry and service business context to derive relevant insights.
• Attention to Detail: Ensuring accuracy in data analysis and reporting.
• Collaboration: Working effectively with different teams and stakeholders.

Advanced & Supporting Skills

• Machine Learning/AI: For more advanced analytical tasks, often needed in senior roles.
• Big Data Technologies: Familiarity with big data frameworks if working with large datasets.
• Continuous Learning: The field evolves, so a mindset for ongoing learning is vital.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

Onsite roles require full-time presence in the company’s facilities.

Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This role is an office-based role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.

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