Lead, Customer Support and Satisfaction Digital Performance Analyst

Job Summary

• The Digital Performance Analyst is responsible for transforming business performance data into actionable insights that drive strategic and operational decision-making.
• The role acts as a key partner to business leaders, product owners, operations teams, and digital stakeholders by monitoring performance outcomes, identifying opportunities and risks, and recommending actions to improve business results.
• The role serves as a performance advisor, helping the organization understand what is happening, why it is happening, and what actions should be taken to improve operational efficiency, digital adoption, and business value realization.
• Owns the monitoring and governance of key digital performance indicators
• Tracks digital outcomes against targets and identifies deviations, risks, and improvement opportunities
• Defines and drives the Adoption Boost Plan as per the key Customer Support Adoption Strategy
• Establishes regular performance reviews with business stakeholders and leadership teams
• Drives a culture of fact-based decision making through performance transparency
• Analyzes digital performance trends and provides actionable recommendations to improve results
• Deliver & maintain the Digital Channel Adoption Playbook

Responsibilities

• The digital Performance Analyst is responsible for all aspects of measuring and driving Adoption for key global Customer Support & Satisfaction applications.
• He/She will be responsible for the execution of identified action plans that will help overcome obstacles that are hindering the tool, functionalities and process adoption.
• Analyzes digital performance trends and provides actionable recommendations to improve results on a monthly basis
• Provide Adoption Dashboard to Countries and top Management for deep dives in real data
• Identifies root causes behind performance gaps and supports corrective action plans
• Transforms complex data into clear business narratives tailored to leadership and operational audiences
• Anticipates emerging trends and proactively highlights opportunities for growth, optimization, and innovation
• Supports strategic planning, investment prioritization, and business case development with quantitative insights
• Collaborates closely with the Adoption Leader and other streams Adoption Team thus securing alignment with a global streamlined approach
• Collaborates closely with all relevant vendors delivering the Adoption measurements
• Regularly Reports on Adoption trend and targeted next steps
• Responsible for capturing all relevant application flows to be measured
• Responsible for the measuring of User Satisfaction Rate (yearly Survey) and proposes further actions to correct negatives
• Participates to the User Acceptance Test Sessions of new functionalities / solutions / releases to get familiar with the Solution to be Deployed and for which an Adoption Plan is required
• Consolidates the key material for the Digital Adoption Playbook & its Communication Toolkit (ppt, videos, etc.)

Collaboration

• Works with organization stakeholders to understand challenges on Adoption & Change Management.
• Supports in measuring the ROI of digital adoption initiatives.
• Strong Coordination & Collaboration with the Customer Support and Satisfaction Product Owners, Process Owners and Change leaders but also when required with relevant Project Managers and Deployment Managers.

Key skills and required experience

• Bachelor's degree in Data Analytics, Statistics, Mathematics, Computer Science, Business Analytics, Economics, or a related field.
• Analytical thinking, problem solving and attention to detail
• Past experience in data analysis, business intelligence or reporting
• Knowledge of SQL and data querying as well as proficiency with Excel and BI tools such as Power BI, Tableau or similar is a plus
• Ability to work in a dynamic international environment with multi-cultural teams
• Strong team player, results-oriented and with ability to demonstrate leadership
• Effective presentation and engagement skills
• Excellent communication skills in English language (written and oral)
• Strong organizational and reporting skills

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.