Business Analyst - Customer Support & Retention en Mercedes-Benz Group AG; Mercedes-Benz Research and Development India Private Limited

%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;MB Corpo S Text%26quot;,sans-serif;font-size:11.0pt;%22%3E%3Cspan style=%22line-height:115%;%22%3E%3Cstrong%3EAbout MBRDI%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;MB Corpo S Text%26quot;,sans-serif;font-size:11.0pt;%22%3E%3Cspan style=%22line-height:115%;%22%3EMercedes-Benz Research and Development India (MBRDI), headquartered in Bengaluru with a satellite office in Pune, is the largest R%26amp;D center for Mercedes-Benz Group AG outside of Germany. Our mission is to drive innovation and excellence in automotive engineering, digitalization, and sustainable mobility solutions, shaping the future of mobility.%3C/span%3E%3C/span%3E%3C/p%3E%3Ch3%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;%22%3E%3Cstrong%3ESummary of the Job:%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/h3%3E%3Cp class=%22MsoNormal%22 style=%22text-align:justify;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EThe Business Analyst – Customer Care Center plays a pivotal role in driving customer satisfaction, operational efficiency, and strategic improvements across the Customer Service function. This role focuses on analyzing customer interactions, feedback, service metrics, and business processes to identify trends, areas for improvement, and opportunities for digital enablement. The analyst works closely with cross-functional teams including IT, operations, CRM, dealer networks, and product quality to enhance the overall customer experience.%3C/span%3E%3C/p%3E%3Ch3%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;%22%3E%3Cstrong%3ETasks %26amp; Responsibilities:%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/h3%3E%3Cul%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;margin-bottom:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3EFacilitate Agile Requirement Definition:%3C/strong%3E Collaborate with Product Managers, Product Owners, and Business Stakeholders to define Epics, Capabilities, Features, and User Stories.%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;margin-bottom:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3EDocumentation:%3C/strong%3E Creating clear and concise documentation, including requirements documents, process flows, and user stories.%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;margin-bottom:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3EProcess %26amp; Experience Improvement:%3C/strong%3E Identify process inefficiencies, risks, or gaps during delivery and suggest continuous improvements.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;margin-bottom:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3EData Analysis %26amp; Insights:%3C/strong%3E Analyze business processes, data trends, and KPIs to identify areas for improvement.%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22line-height:normal;margin-bottom:0in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3EChange Management:%3C/strong%3E Supporting the implementation of new solutions and helping stakeholders adapt to changes.%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3ETesting and Implementation:%3C/strong%3E Supporting the testing and implementation of new solutions to ensure they meet business needs.%3C/span%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoListParagraphCxSpLast%22 style=%22line-height:normal;margin-bottom:0in;margin-right:0in;margin-top:0in;mso-add-space:auto;mso-list:l1 level1 lfo2;text-indent:-.25in;%22%3E%26nbsp;%3C/p%3E%3Ch3%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3ETechnical Skills:%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/h3%3E%3Ch4%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3EData Analysis %26amp; Reporting%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/h4%3E%3Cul%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpFirst%22 style=%22mso-list:l2 level1 lfo1;mso-outline-level:4;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3ESQL (for querying relational databases)%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22mso-list:l2 level1 lfo1;mso-outline-level:4;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EPower BI / Tableau / QlikView (Dashboard creation %26amp; data visualization)%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpLast%22 style=%22margin-bottom:0in;mso-add-space:auto;mso-list:l2 level1 lfo1;mso-outline-level:4;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EPython or R (Basic scripting for data analysis – optional but advantageous)%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/p%3E%3C/li%3E%3C/ul%3E%3Ch4%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3EBusiness Intelligence %26amp; Analytics%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/h4%3E%3Cul%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpFirst%22 style=%22mso-list:l1 level1 lfo2;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EData modeling and data interpretation%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22mso-list:l1 level1 lfo2;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EKPI definition and performance monitoring (e.g., AHT, FCR, NPS, escalation rates)%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22mso-list:l1 level1 lfo2;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3ERoot cause analysis (RCA)%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpLast%22 style=%22margin-bottom:0in;mso-add-space:auto;mso-list:l1 level1 lfo2;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EStatistical analysis and trend forecasting%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/p%3E%3C/li%3E%3C/ul%3E%3Ch4%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3ECRM %26amp; Contact Center Tools%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/h4%3E%3Cul%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpFirst%22 style=%22line-height:normal;margin-bottom:0in;mso-add-space:auto;mso-list:l3 level1 lfo3;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3ESalesforce, SAP CRM, or similar CRM platforms%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22line-height:normal;margin-bottom:0in;mso-add-space:auto;mso-list:l3 level1 lfo3;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EKnowledge of telephony/contact center platforms (e.g., Genesys, Avaya)%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpLast%22 style=%22line-height:normal;margin-bottom:0in;mso-add-space:auto;mso-list:l3 level1 lfo3;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3ETicketing/Case Management Systems (e.g., ServiceNow)%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/p%3E%3C/li%3E%3C/ul%3E%3Ch4%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3EProject %26amp; Product Collaboration%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/h4%3E%3Cul%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpFirst%22 style=%22line-height:normal;margin-bottom:0in;mso-add-space:auto;mso-list:l4 level1 lfo4;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EAgile/Scrum tools (e.g., JIRA, Confluence)%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22line-height:normal;margin-bottom:0in;mso-add-space:auto;mso-list:l4 level1 lfo4;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3ERequirements gathering and documentation (BRD, FRD, user stories, use cases)%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpLast%22 style=%22line-height:normal;margin-bottom:0in;mso-add-space:auto;mso-list:l4 level1 lfo4;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EWireframing and prototyping tools (Figma – optional)%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/p%3E%3C/li%3E%3C/ul%3E%3Ch4%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3ETesting %26amp; QA%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/h4%3E%3Cul%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpFirst%22 style=%22line-height:normal;margin-bottom:0in;mso-add-space:auto;mso-list:l0 level1 lfo5;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EKnowledge of UAT and system testing processes%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpMiddle%22 style=%22line-height:normal;margin-bottom:0in;mso-add-space:auto;mso-list:l0 level1 lfo5;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EWriting and executing test cases/scripts%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoListParagraphCxSpLast%22 style=%22line-height:normal;margin-bottom:0in;mso-add-space:auto;mso-list:l0 level1 lfo5;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3ETools: TestRail, Postman (for API testing – optional)%3C/span%3E%3C/p%3E%3C/li%3E%3C/ul%3E%3Ch3%3E%26nbsp;%3C/h3%3E%3Ch3%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3E%3Cstrong%3ECore Skills:%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/h3%3E%3Cul%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22line-height:16.35pt;mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EProject Management Methods (SAFe) -%26gt; Thorough knowledge of SAFe in order to work dedicated to an agile team/project as team member.%3Cb style=%22mso-bidi-font-weight:normal;%22%3E%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/b%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22line-height:16.35pt;mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EProcess opt./performance management -%26gt; Provide input regarding optimization for the execution of existing processes%26nbsp;we report on/analyze; optimize the execution of our team%27s processes.%3Cb style=%22mso-bidi-font-weight:normal;%22%3E%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/b%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22line-height:16.35pt;mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EStakeholder %26amp; Expectation Management (Co-creation, Customer Orientation, Purpose) -%26gt; Understanding how the stakeholders%27 needs support their%26nbsp;strategic vision (support stakeholder%27s development/refinement of their vision).%3Cb style=%22mso-bidi-font-weight:normal;%22%3E%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/b%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22line-height:16.35pt;mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3ECollaboration, Moderation %26amp; Co-learning (Co-Creation, Feedback, Learning) -%26gt; Understand the different roles in the CAC; Applying the communication model and group dynamics; share knowledge with the team, involve the right team members and together identify clear roles and responsibilities; giving, requesting and processing received feedback.%3Cb style=%22mso-bidi-font-weight:normal;%22%3E%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/b%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22line-height:16.35pt;mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EBusiness %26amp; Results Orientation (Driven to Win, Pioneering Spirit) -%26gt; Ensure that CAC colleagues deliver the dependencies for your own output in time, or appropriately escalate if it cannot be resolved on your level.%3Cb style=%22mso-bidi-font-weight:normal;%22%3E%3Cstrong%3E%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/b%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22line-height:16.35pt;mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EStrategic Thinking and Acting (Purpose, Pioneering Spirit, Empowerment) -%26gt; Define strategies for own focus %26amp; functional area, and ensure coherence with CAC strategies%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp class=%22MsoNormal%22 style=%22line-height:16.35pt;mso-margin-bottom-alt:auto;mso-margin-top-alt:auto;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EFlexibility, dealing with VUCA (Agility, Customer Orientation) -%26gt; Anticipate challenges, mitigate risks, plan contingency, and react to unforeseen circumstances related to the team and the CAC as a whole.%3C/span%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;%22%3E%3Co:p%3E%3C/o:p%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoListParagraphCxSpLast%22 style=%22line-height:normal;margin-bottom:0in;margin-right:0in;margin-top:0in;mso-add-space:auto;mso-list:l1 level1 lfo2;text-indent:-.25in;%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;%22%3E%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/p%3E
%3Cul%3E%3Cli%3E%3Cp style=%22font-family:Arial;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3EBachelor of Engineering (EC, EE, IS)%3C/span%3E%3C/p%3E%3C/li%3E%3Cli%3E%3Cp style=%22font-family:Arial;%22%3E%3Cspan style=%22font-family:Arial, Helvetica, sans-serif;font-size:14px;%22%3ERelevant certification (Business/Data Analyst, SAFe)%3C/span%3E%3C/p%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;MB Corpo S Text%26quot;,sans-serif;font-size:11.0pt;%22%3E%3Cspan style=%22line-height:115%;%22%3E%3Cstrong%3EWhy Join Us?%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:1.0in;%22%3E%3Cspan style=%22font-family:%26quot;MB Corpo S Text%26quot;,sans-serif;font-size:11.0pt;%22%3E%3Cspan style=%22line-height:115%;%22%3E• Be part of a purpose-driven organization that is shaping the future of mobility%3C/span%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22font-family:%26quot;MB Corpo S Text%26quot;,sans-serif;font-size:11.0pt;%22%3E%3Cspan style=%22line-height:115%;%22%3E• Work on cutting-edge technologies and global projects%3C/span%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22font-family:%26quot;MB Corpo S Text%26quot;,sans-serif;font-size:11.0pt;%22%3E%3Cspan style=%22line-height:115%;%22%3E• Thrive in a collaborative, diverse, and inclusive environment%3C/span%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22font-family:%26quot;MB Corpo S Text%26quot;,sans-serif;font-size:11.0pt;%22%3E%3Cspan style=%22line-height:115%;%22%3E• Access world-class infrastructure and continuous learning opportunities%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;MB Corpo S Text%26quot;,sans-serif;font-size:11.0pt;%22%3E%3Cspan style=%22line-height:115%;%22%3E%3Cstrong%3EEqual Opportunity Statement%3Co:p%3E%3C/o:p%3E%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22margin-left:.5in;%22%3E%3Cspan style=%22font-family:%26quot;MB Corpo S Text%26quot;,sans-serif;font-size:11.0pt;%22%3E%3Cspan style=%22line-height:115%;%22%3EAt MBRDI, we are committed to diversity and inclusion. We welcome applications from all qualified individuals, regardless of gender, background, or ability.%3Co:p%3E%3C/o:p%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp style=%22font-family:Arial;%22%3E%26nbsp;%3C/p%3E Solicitar ahora