Posted over 2 years ago

At Jimdo, our mission is to help small businesses start, grow, and ultimately thrive online. Small businesses face new challenges with very little support or recognition. We know how hard this can be, because we have been in their position. That's where you can help us—by designing intuitive tools to help small businesses solve complex problems. 

With a forward-leaning and self-driven attitude, we continue to find new ways to help our customers get their ideas out into the world. As a team, we run at a steady pace to achieve what we aim for. We learn best by gathering data, trying new things, and sometimes even falling down along the way. It's the lessons we learn in the process that make us better problem-solvers for small business owners. 

If you're motivated by our mission and excited to roll up your sleeves, try new things, learn from mistakes, and make a difference to small businesses around the world, we would love to work with you. 

We are happy to invite you to work with us in our office in Hamburg or permanently remote from any location where you are permitted to work from. Wherever your working location of choice will be, we will make sure you get proper onboarding (virtual or in person) and that you are fully equipped to become part of the team from day one.
We will support you in case you would like to relocate to Germany.

We meet our customers on the eye-level and aim to always offer them the best service for their website. Therefore, customer service is a core element of our success. 

We are now looking for an experienced Customer Experience (CX) Analyst to be responsible for analyzing the performance and customer experience. The role reports to the Head of Customer Experience, you will be expected to proactively work on impacting the bottom line, following your analytics through to implementation and post deployment impact analysis.
The Customer Experience Analyst is responsible primarily for understanding our customer's needs and major problem areas, identifying opportunities for optimization and growth.
You will foster the understanding and usage of data throughout the company and enable data-driven decision making aiming to provide a delightful experience alongside the customer journey.

We are looking for a proactive work-attitude, answering questions from other stakeholders will just be a small part of the role. The big part will be proactively creating projects, analysis and deep dives yourself together with your colleagues. Nobody will tell you where to look or what to do, we are looking for a person, within the context of the business, to move things forward. We would actually expect you to show others how to effectively work with data and live as a role model. Same thing goes for tools and methodologies, we want you to use the best approach to solve a problem and will not tell you how to best solve it. We will be trusting your skills and experience that you will find the best approach and tell us.

• Be responsible for extracting and analysing data from our various data sources, drawing actionable insights to enable decision-making.
• Applying a mix of qualitative and quantitative analysis techniques, you will produce insights that help the business improve the customer experience.
• Inspecting and measuring customer experience performance and taking relevant actions.
• Liaise with the Customer Service Operations team to ensure all customer issues are captured, analysed, and triaged for action.
• Consult and advise key stakeholders and management on customer support strategy and opportunities
• Promote a data-driven mindset across the whole Customer Support organisation, making sure that data is at the heart of every decision we make
• Consume and analyze available information, based on requests or on your own curiosity and produce insights based on it
• Lever your experience to develop an in-depth analytical understanding of what drives customer success and customer experience for Jimdo and how it can be improved
• Iteratively optimize key performance indicators by means of A/B-testing or other innovative and creative analytics solutions
  

• Ideal but not essential, a Graduate in a quantitative/social science subject or similar.
• Expert in customer experience analysis with previous experience across multiple products, verticals or brands.
• Analytical skills: approaching data with the right questions, recognizing trends.
• Presentation skills: Excellent storytelling! You are comfortable presenting to a broad audience of stakeholders and confident to defend your findings in a discussion.
• Good understanding of the customer life cycle, customer satisfaction metrics and how to develop customer performance across the organization.
• Self-starter, energetic, enthusiastic, take the initiative and work independently but also to socialize ideas and develop collaborative solutions.
• Superb communication, collaboration, and problem-solving skills.
• High level of accuracy and attention to detail.
• Deep understanding of what best practice support analytics, customer journeys, customer segmentation, user modeling and A/B testing looks like
• Effectively communicate complex matters and requirements to non-domain experts in a simple, crisp and concise way - visually and verbally
• Sharp business judgment and easily separate signals from noise when it comes to summarizing and presenting actionable insights
  

Mariela would be happy to receive your application. 

Jimdo is proud to be an equal opportunity employer. This means that we don't discriminate based on race or ethnic origin, color, the language(s) you speak, where you (or your parents) are from, or whether or not you consider yourself to have a disability. Neither will your age, gender, gender identity, sex, sexual orientation, religion, beliefs, or political opinions play a part in your application with us. We're a diverse team in so many ways, and we love it that way.

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