Senior/Expert Data Analyst

About the role

Back Market is seeking a Senior/Expert Data Analyst to join its expanding Data, Analytics & Insights team. This role involves deep analytical ownership across various business domains, translating data into actionable strategies that influence key decisions. You will contribute to making refurbished technology the preferred choice globally.

Key facts

What you'll do

• Measure customer satisfaction across all support channels, identifying root causes and their impact on customer retention.
• Develop evaluation frameworks for AI-powered customer care tools, assessing deflection rates, resolution quality, and cost efficiency.
• Analyze customer contact patterns to pinpoint product issues that can reduce contact rates and improve order accuracy.
• Manage your analytical domain from data modeling to executive decision-making.
• Collaborate directly with senior leadership to define analytical questions and deliver insights.
• For Staff-level analysts, mentor junior team members and elevate the team's problem-solving standards.

Requirements

• At least 5 years of experience in data analytics or equivalent analytical ownership.
• Strong SQL skills, capable of querying complex datasets and explaining business implications.
• Proven ability to manage analytical projects from start to finish, driving business outcomes.
• A rigorous analytical approach, understanding causality, data limitations, and designing measurement frameworks.
• Excellent communication and storytelling abilities to convey complex analyses to senior stakeholders.
• Experience in business analytics, commercial strategy, or customer-facing operations within e-commerce, marketplaces, or logistics.

Nice to have

• Python proficiency for statistical analysis, modeling, or automating analytical tasks.
• Familiarity with pricing/revenue management for Commercial roles, care platforms like Zendesk or Intercom for Care roles, or logistics/carrier analytics for Shipping roles.
• Experience designing and implementing experiments in an operational setting, such as A/B tests or incrementality measurements.

Skills & tools

• Data Warehouse: Google BigQuery
• Transformation: dbt
• Visualization & BI: Omni, Amplitude
• Languages: SQL (essential), Python (useful)
• Care tooling: Zendesk, Intercom
• Experimentation: A/B testing and incrementality frameworks

Practical notes

Back Market is a certified B Corp company committed to diversity, equity, and inclusion. The company offers a mission-driven work environment with opportunities for career development. Reasonable accommodations for the interview process can be discussed with the Talent Acquisition Team.