Customer Insights Analyst (m/f/d)

Is customer experience your area of expertise? Does project management in an international context inspire you? Do you want to contribute to building the electric world of tomorrow in a human-sized international company? Are you ready to take on a new challenge in a dynamic, innovative, and customer-oriented team?

Hager Group is made for you!

We are looking for our future Customer Experience Analyst (f/m/d) based in Frankfurt, Paris or Obernai for a permanent contract.

At Hager, we strive to offer the best human and digital customer journeys and to make every customer feel unique. As a Customer Insights Analyst, you will be at the heart of our customer-centric ambitions by supporting the Customer Experience and Marketing operations with robust data analysis across all customer touchpoints, whether online, offline, experiential and loyalty.

To do so, you will develop metrics and methods to aggregate customer data, insights, behaviors and sentiments with an omnichannel perspective in order to:

• optimise user targeting and funnel conversions
• work towards dynamic user segmentation and cohort models
• improve customer satisfaction
• understand the drivers for loyalty, engagement and retention

In doing so, you will collaborate with cross-functional and international teams, supporting data-driven decision-making and driving positive business outcomes for 15+ markets worldwide.

More specifically, your role will consist in:

• Defining the right business requirements for proper data collection and visualisation and leading projects that will improve customer journey tracking and data completeness
• Transforming raw data into visually appealing and easy-to-understand dashboards and reports using Power BI
• Extracting information from data sets and performing statistical analysis from multiple angles to develop and maintain a comprehensive understanding of customer journeys
• Identifying breaches, pain points and best practices across touchpoints as well as trends, correlations and patterns to define clusters and predict behaviors
• Providing Marketing teams with customer insights and measuring the impact of changes in our strategy on customers’ behaviors and conversion rate
• Reporting your findings and recommendations, effectively communicating complex data insights in a clear and compelling manner
• Continuously staying updated on industry trends and best practices in customer experience, data analysis and visualisation, leveraging this knowledge to drive innovation within the team

As part of your mission, you will be supported by our data and digital experts who will help you to successfully complete your projects.

Requisite Education and Experience 

• Master's degree and minimum 5 years of experience in a similar role, with ownership in data analytics, customer experience, marketing, or a related field. Econometrics experience is preferred
• Extreme proficiency in Excel and experience in using Power BI and SQL. Good understanding of data migration and ETL processes is a plus
• Experience in providing web and campaign tracking, using Google Analytics and/or a traffic analysis solutions such as Contentsquare
• Strong analytical skills in order to efficiently manage and analyze data, identify critical issues and opportunities, evaluate options and provide clear recommendations for customer satisfaction improvement
• Great project management skills with a proven track-record in delivering large-scale international and cross-functional initiatives and a result orientation to drive structured and practical solutions  
• Self-starter who possesses flexibility to work in a fast-changing environment and ambiguous situations
• Service-oriented with a drive, passion and energy to get things right for our customers with the ability to inspire the same in others
• Fluency in English is a must. French or German would be a plus

Our offer
You can expect a position with responsibility and variety in an international and innovative environment and motivated team. We offer intensive integration, an attractive and fair compensation as well as internal and external training.

Your challenge
Take your future chance and convince us. You can upload your application easily in our Groupwide application management system. Please use the opportunity of the online application, 10 minutes are enough! We are available in advance for your specific questions.