We’ve signed up to an ambitious journey. Join us!

As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

The Role

The Customer Care Analytics Specialist will play a key role in analyzing Customer Care data to identify trends, improve processes, and enhance the overall customer experience and the Customer Care operations. This role is crucial for supporting our mobile payment services (e.g., EasyPark, ParkMobile).

You will be a part of our Customer Care Operational Excellence team, focusing on driving success within the Customer Care function. A critical part of the job is ensuring that scorecards, reports, and numbers are done the same way across all our local teams and management, ensuring the highest data quality and analysis of KPI trends to action on. You will work with contact center records like call/email/chat volumes, customer satisfaction scores, and customer contact logging data.

Key Responsibilities

You will contribute and make an impact through:

• Data Collection and Management: Gather, clean, and maintain customer care data from various sources. Ensure data integrity and collaborate with the group Analytics team to establish a single source of truth. Amplify analytics literacy within Customer Care.

• Analysis and Reporting: Analyze data to identify improvement areas. Create and maintain dashboards and reports for key performance indicators (KPIs).

• Insights and Recommendations: Provide actionable insights to improve customer care processes and enhance customer satisfaction. Implement data-driven improvements in close collaboration with management.

• Collaboration and Communication: Present findings clearly to stakeholders. Collaborate with other functions (e.g., Data Engineering) to integrate data. Train team members on data usage and interpretation.

• Continuous Improvement: Proactively stay updated with the latest analysis techniques and seek ways to improve data processes and participate in improvement projects.

Analytical Mindset & Operational Understanding: You are able to translate complex data into actionable insights and have a sharp eye for identifying data gaps and opportunities.

Self-Driven & Curious Personality: You are proactive, outgoing, and naturally curious. This is a self-driven role requiring you to take initiative, and ask extensive clarifying questions due to the complex technical environment. You will serve as the primary point of contact for Customer Care-related analytics as business needs arise.

Communication Skills: Your communication skills are excellent, and you are able to make data easy to use and understandable by others across the organization. You must be comfortable reaching out to various internal and external stakeholders to solve problems.

Your Background

We don’t think one size fits all, but a successful candidate might have the following:

Education and Experience

• Bachelor’s degree in Data Science, a related field (e.g., Project Management), or Business Administration. The right experience is prioritized over a specific degree.

• Proficiency in data visualization tools like Looker, MixPanel, Power BI, or similar.

• Experience in and curiosity for data analysis tools such as SQL, QlikSense, or similar is a plus.

• Familiarity with CRM systems and customer support software (e.g., Zendesk custom report building) is a plus.

• Strong analytical and problem-solving skills.