Process and Data Analyst, Fintech Customer Support

When you work at Nasdaq, you’re working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we’re all valued for our unique perspective.

This role is part of a Global Practice Management division in FinTech Customer Support with a goal to develop best practices, tools, and methodologies to continuously drive excellence in Customer Support.

The Process and Data Analyst will play a critical role in optimizing our customer support operations. This position will be responsible for analysing customer support processes, identifying areas for improvement, and leveraging data to enhance service efficiency and customer satisfaction. The ideal candidate will have a strong background in data analysis, process improvement, customer support operations and expertise in process improvement best-practice across the entire customer lifecycle.

Data Analysis:

• Collect, analyze, and interpret large datasets related to customer support activities.
• Develop and maintain dashboards and reports to monitor key performance indicators (KPIs) and metrics.
• Identify trends, patterns, and insights to support data-driven decision-making.
  
  

Process Improvement:

• Customer support process and workflow reviews with a view to identify bottlenecks, inefficiencies and opportunities for improvement.
• Recommend and implement process improvements to enhance efficiency and effectiveness.
  
  

Customer Support Optimization:

• Collaborate with customer support teams to understand their needs and challenges.
• Develop and implement strategies to improve response times, resolution rates, and overall customer satisfaction.
• Monitor and evaluate the impact of implemented changes on customer support performance.
  
  

Reporting and Documentation:

• Create reports and documentation outlining analysis of findings, process changes, and improvement outcomes.
• Present findings and recommendations to management and stakeholders.
• Documenting and maintaining workflows and processes.
  
  

Additional Requirements:

• Bachelor’s degree or equivalent experience in Business Administration or a related field.
• Proven experience as a Data Analyst, Process Analyst, or similar role in a customer support environment.
• Experience with process improvement methodologies such as Lean, Six Sigma, or Kaizen.
• Proficiency in data analysis tools and software (e.g., Excel, Tableau, Power BI).
• Familiarity with customer support software and CRM systems.
• Strong analytical skills with the ability to interpret complex data and deliver actionable insights.
• Excellent problem-solving skills and attention to detail.
• Good communication and presentation skills.
  
  

What do we offer you?

• Monthly base salary 2200 - 2700 EUR gross. Final offer will be based on your experience and skills
• Annual monetary bonus
• An opportunity to become a Nasdaq shareholder
• Employee Stock Purchase Program Nasdaq stocks with a discount
• III pillar pension plan with additional contribution from Nasdaq
• Flexible health insurance program
• Flexible working schedule and hybrid way of work
• Additional paid leave days after 2 years of working at Nasdaq
• Flex day program (up to 6 paid days off a year)
• Internal mentorship program – get a mentor or become one
• Wide selection of online learning resources, e.g., Udemy
  
  

You can expect an autonomous but fast-paced work environment where you are recognized for your results and ability to drive things forward. Every day brings many opportunities to learn & grow and rewards with a global impact we create.

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.