Senior/Expert Data Analyst - Care

Job description

HI, WE’RE BACK MARKET. We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have. Are you ready to join us? Back Market runs on data. Every insight we surface, every model we build, every anomaly we catch is a step toward making refurbished tech the world's obvious choice — not the alternative. Our Data, Analytics & Insights team is expanding, and we're opening three analytical ownership roles at once: Strategy & Commercial, Customer Care, and Shipping & Logistics. One application. One process. We'll find the best fit together. Wherever you land, you'll own a domain end-to-end — from the data model to the boardroom decision. These aren't reporting roles. They're roles where your analytical judgment drives real business direction. YOUR MISSION (IF YOU ACCEPT IT) 🥇 Customer Care Analytics - Own the measurement of customer satisfaction across all care channels — diagnosing root causes, quantifying downstream impact on retention, and delivering insights that improve operations - Build evaluation frameworks for AI-powered care tools (chatbots, automated resolution, agent assist) — measuring deflection rates, resolution quality, and cost-per-contact - Translate care contact patterns into product root-cause insights that directly reduce Contact Rate and improve Perfect Order Rate Across all domains, you'll: - Own your analytical domain end-to-end — from data model to decision, you're the go-to person - Partner directly with senior leadership — not just delivering analyses, but shaping the questions we ask - At Staff level: mentor junior analysts and raise the bar for how the team approaches problems 🛠️ Tech Stack What the team works with day-to-day: - Data Warehouse: Google BigQuery - Transformation: dbt - Visualisation & BI: Omni, Amplitude - Languages: SQL (essential), Python (very useful) - Care tooling: Zendesk, Intercom - Experimentation: A/B testing and incrementality frameworks YOU ARE IN THE RIGHT PLACE IF ⭐ You have: - Strong SQL proficiency and comfort working with large, complex datasets — you can build the query and explain what the result means for the business in the same breath - A track record of owning analytical problem spaces end-to-end — outcomes that shaped business direction, not just answered one-off questions - A rigorous analytical mindset: you understand causal vs. correlational reasoning, know the limits of your data, and can design a measurement framework from scratch - Excellent communication and storytelling skills — you distil complex, multi-variable analyses into crisp narratives that move senior stakeholders to act - Experience in business analytics, commercial strategy, or a customer-facing operations domain (marketplace, e-commerce, logistics, or similar) - 5+ years of experience in data analytics, or equivalent hands-on analytical ownership Nice to have: - Python proficiency for statistical work, modelling, or analytical automation - Domain familiarity: pricing/revenue management for Commercial; care platform experience (Zendesk, Intercom) for Care; logistics or carrier analytics for Shipping - Experience designing experiments in an operational context (A/B tests, holdouts, or incrementality measurement) Even if you don't tick every box, we encourage you to apply. We value diverse analytical backgrounds and unconventional paths to expertise. WHY SHOULD YOU JOIN US ? ✌🏼 At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2). No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like: - A mission driven work environment where your day to day makes an impact on the planet. Seriously. - Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days. - Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training. At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values. We know that the perfect background for a role doesn’t mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.