Senior/Expert Data Analyst - Care

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 pers