Product Area Analyst for Customer Care @H&M Business Tech

Company Description


H&M Business Tech is established to take the lead in changing the fashion industry completely, combining business and technology with innovation to create new business and customer value. We want to release the power of people and believe the best ideas evolve when great minds with different perspectives meet. We believe in our people, and always encourage new ideas and initiatives… Are you up for a challenge? Do you continuously want to surprise and delight our customers?


Job Description


Within the product area of Customer Care, we are passionate about creating a unique and personal customer experience for our customers visiting our stores, both physical and digital stores for all brands within the HM Group. The area is responsible for all customer service platforms, store service platforms, post purchase communication services as well as our customer data compliance engines. Data, personalization and empowerment of our sales staff are key enablers for our success. Our area consists of 9 customer centric and data driven product teams.
We are now looking for a Product Area Analyst who will be a key enabler to secure realization of business and customer value from analytics, data and models in our area.
The role
In this role, You will have a strong customer focus, a commercial mindset and innate curiosity. In your work you will have the customer at heart, while making the data talk! At H&M Business tech you will get the opportunity to work in a large data analyst community and in an organization, which heavily relies on making data driven decisions. We have over 130 million members in 70 different markets along with 8 unique brands in a fast-paced, ever-changing retail industry.
Some of your main responsibilities & tasks will include:
Support the area leadership team with setting area KPIs and OKRs
Implement & maintain relevant dashboards and reports to reflect the area performance
Visualize progress of OKRs and KPIs and share insights during Quarterly Business Reviews
Champion the usage of data within the product area to make our decisions data & insight driven
Profound analysis to guide strategic decisions
Drive, adapt and implement best practices for reporting from inside and outside H&M group
Help connect individual product OKRs with area and domain OKRs
Follow regularly on short term (weekly level) + long term contribution to business (“how is the area doing?”)
Work together with Product Area Manager, Product Area Engineer Lead and collaborate with other functions, brands etc within the H&M group.
Collaborate with the analyst community within the product area and outside to drive our group data maturity



Qualifications


Just like everyone at H&M, we believe you are a sales-minded, social, open, communicative, and ambitious team player full of drive and optimism. You have a robust analytical ability with an eye for change and improvement opportunities.
5-8 years of experience from product/business analysis, customer analytics, customer care, customer experience or management consulting
Previous experience within customer service product areas within service industries like travel & hospitality OR ecommerce, retail, fashion or production a big plus!
Academic degree within Business Administration, Economics, Engineering (or similar)
Ability to define and align KPIs/OKRs with the strategic goals of the business. ​
Genuine interest in driving better customer service and experience through data
Experience in working with data visualization tools e.g. Power BI, Tableau, QlikView, Data Studio
Experience with SQL or Python and machine generated data (e.g. Splunk)
Demonstrated ability to analyze large amounts of data into clear insights
Ability to work with multiple stakeholders across different competences (PM, Developers, Designers, etc.)
Be comfortable with working within a large matrix organization
Strong communication skills and an ability to communicate and explain data and its implications to various stakeholders
Experience and/or interest in technical product development
Fluent in English (written and spoken)



Additional Information


Sounds interesting?
Send us your application with CV and cover letter. Last day of application is 2022-05-18 but we look forward to receiving your application as soon as possible.
For questions regarding the position please send an email to talent acquisition specialist shriti.shetty@hm.com
We do not accept applications through email