Senior Operations Business Analyst, Spotify
Primary Support
More information about location
Commercial music streaming service
Job no longer available
Commercial music streaming service
1001+ employees
Job no longer available
More information about location
1001+ employees
Company mission
To unlock the potential of human creativity—by giving a million creative artists the opportunity to live off their art and billions of fans the opportunity to enjoy and be inspired by it
Role
Who you are
- You have 2+ years of experience in a business analyst role, preferably within customer service and/or operations
- You have strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
- You are proficient in data analysis tools such as Excel, SQL, and BI tools (e.g., Tableau)
- You are a strategic problem solver with strong analytical skills who will rely on relevant data to find solutions
- You like tackling complicated problems and have a knack for breaking them down to make the work manageable
- You have experience coordinating and leading multiple projects simultaneously, executing and managing requirements, reviewing deliverables for quality and consistency
- You have a deep understanding of the full life-cycle of a project
- You have a proven track record of achieving numerous goals in a timely manner, exercising good judgment, and sound decision-making skills
- You are a clear and engaging communicator, offering a valuable perspective
- You are obsessed with feedback in every form, and keen to learn from it quickly
- You care about creating a collaborative environment for cross-functional partnerships
- You are familiar with the complexities of a customer service operation
What the job involves
- We are looking for an Operations Business Analyst to join the Customer Service Operations team at Spotify
- Your mission will be to drive improvements in operational efficiency, the customer experience, and the frontline advisor experience through researching and analyzing our complex datasets to provide actionable insights
- You will collaborate with a globally distributed team of customer service & operations experts, outsourced partners, and technology partners to research, recommend, and implement improvements for the global customer service operation
- Understand and analyze customer service key performance metrics
- Attain a detailed understanding of business and customer service complexities with an aim to simplify them
- Develop data-driven strategies to drive improvements in key performance metrics and operational efficiencies
- Develop compelling business cases centered around advisor & customer needs using data to gain buy-in for recommendations
- Create and communicate impactful recommendations and models that improve our processes, tooling, and channel optimization
- Distill analysis and develop communications insights and progress to leadership and various company stakeholders
- Design and implement comprehensive tests, making sure that we track all relevant metrics and that we’re learning at every step along the way
- Lead cross functional projects & initiatives and anticipate impact to KPIs, the customer experience, and the advisor experience
- Develop strong relationships with a number of customer service, product and engineering teams to build win-win partnerships
- Assist in creating a continuous improvement culture that stimulates open communication and customer advocacy between teams
- Partner closely with the Customer Service Analytics team to build dashboards and reporting for key metrics and initiatives
- Partner with our R&D teams to help drive the roadmap for advisor facing tools
- Partner with outsourced teams to understand contact drivers & gather frontline advisor feedback to inform recommendations
- Perform and manage user acceptance testing of new and updated CS tools and anticipate the impacts to key metrics and the customer experience
- Participate in regular business reviews with our partners
Salary benchmarks
Our take
Spotify was founded in an attempt to combat the rampant music piracy that was causing significant harm to the industry. The company has since taken music streaming mainstream and now has 180m+ paying subscribers across the world.
With features that include a highly accessible interface and a vast catalogue of artists, Spotify's strong brand has been able to maintain growth in spite of fierce competition from deep-pocketed rivals like Amazon and Apple. The company has achieved this by making smart acquisitions to move into other verticals to strengthen its offerings, especially podcasting, by acquiring Gimlet Media, Anchor and Parcast.
Spotify's future plans include rapid growth with a goal to become a one-stop destination for all digital sound, as well as AI and NFT integrations. However, high costs incurred from the acquisition of exclusive podcasts, increasing competitor strength, and weak bottom-line growth mean that the company must find a balance to maintain its position in the sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2016
$1bn
CONVERTIBLE
Jun 2015
$526m
SERIES G
Total funding: $2.1bn
Company benefits
- Extensive learning opportunities, through our dedicated team, GreenHouse
- Flexible share incentives letting you choose how you share in our success
- Global parental leave, six months off - fully paid - for all new parents
- All The Feels, our employee assistance program and self-care hub
- Flexible public holidays, swap days off according to your values and beliefs
Company HQ
Norrmalm, Stockholm, Stockholms län
Leadership
Daniel Ek
(CEO & Chairman)Founded Spotify in 2006. Previously worked as an executive at Tradera, an auction company that was sold to eBay and was briefly the CEO of uTorrent.
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