Business analyst in customer service

Leroy Merlin is a leading company in DIY, construction, decoration and gardening, with a strong presence in Portugal. Committed to innovation, sustainability and customer experience, it provides a dynamic and collaborative work environment where we value diversity, creativity and proactivity. We put people at the centre of every decision and live a Human First culture, where every employee is a leader with the opportunity to grow.

• Contribute to defining and producing Customer Service KPIs, helping translate business needs into data terminology and requirements, and monitoring their performance;
• Develop in-depth knowledge of the data, including data produced by Customer Service core tools, and compile and prepare relevant data to enable analyses that support decision-making;
• Work with the teams in my Challenge to identify the operational processes and decisions that should be supported by data;
• Independently lead the production of exploratory analyses and simple data solutions;
• Analyse and interpret the data using statistical and/or data analytics tools to identify relevant trends, correlations and patterns, and generate valuable insights;
• Prepare dashboards and reports to support management, ensuring that insights are made available, visualised and reported concisely, clearly and reliably, in line with business needs;
• Work closely with my Data BP/Project Manager to identify the best way to develop, together with the Data Queue, the solution(s) that address the area's needs, and align priorities, ensuring maximum impact and efficiency, as well as consistency with the KPIs.

• Bachelor's or master's degree, preferably in Management, Economics, Mathematics or similar fields;
• Between 4 and 5 years of professional experience in relevant roles;
• Proactivity and a strong sense of responsibility;
• Strong analytical skills and strategic vision;
• Ability to work autonomously, resilience and decision-making skills;
• Good interpersonal skills and ability to work as part of a team;
• Excellent communication, influencing and information management skills;
• Advanced spoken and written English.

• Joining a multinational company with a competitive salary and variable compensation, adjusted to your experience and qualifications;
• Benefits and partnerships with more than 200 brands;
• Career plan, with access to an individual development plan that allows you to grow within our company;
• Initial training to help you integrate into the company and role;
• Well-being policies, with the possibility of 30 days of annual leave;
• Employee referral programme, with incentives for every recommended candidate who joins the team;
• Flexible working policy;
• Food benefits, including soup, fresh fruit, bread, butter, cereals, milk and yoghurts;
• 10% discount at Leroy Merlin stores;
• Health insurance and life insurance;
• One corporate volunteering day.