Staff Data Analyst – Care Analytics at Backmarket

HI, WE’RE BACK MARKET. We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have. Are you ready to join us? Join our Data, Analytics & Insights team as we sabotage the "new device at all costs" mentality — one customer care insight at a time. You'll be working alongside product teams, care operations, and finance leadership to turn mountains of contact data into actionable intelligence that reduces friction, builds trust, and keeps customers coming back. This role is about making our customer care experience so good that it becomes a competitive advantage in the fight for circular commerce. We're looking for someone who can own the entire analytical problem space for Care & Shipping — not just answer one-off questions, but shape the questions we ask and how decisions get made. YOUR MISSION (IF YOU ACCEPT IT): 🏅 Care Analytics: - Own the measurement of customer satisfaction across all care channels — diagnosing root causes of dissatisfaction, quantifying their downstream impact on retention and trust, and delivering operational insights that drive real improvements in BPO performance and agent management. - Build and maintain rigorous evaluation frameworks for AI-powered care tools (chatbots, automated resolution, agent assist) — measuring deflection rates, resolution quality, and cost-per-contact to ensure our automation investments actually deliver. - Translate care contact patterns into product root-cause insights that directly inform roadmap priorities, reducing Contact Rate (LTCR) and improving Perfect Order Rate (POR). - Develop seller-facing performance analytics to help Back Market's marketplace partners meet our quality charter — because great aftersales experience doesn't just happen on our side. - Partner with Product and Care Operations to design and evaluate experiments that quantify the impact of product improvements on care demand. Leadership & Craft: - Set the analytical standard for the team — defining methodology, championing rigorous experimentation, and helping the wider analytics function grow its craft. - Mentor and support more junior analysts, acting as the technical and methodological anchor for the Care & Shipping Analytics team. - Partner directly with Care, Product, and Finance leadership — not just delivering analyses, but shaping the questions we ask and how decisions get made. 🛠️ OUR TECH STACK Here's what the team works with day-to-day: - Data Warehouse: Google BigQuery - Transformation: dbt - Visualisation, Analysis & BI: Omni, Amplitude - Languages: SQL (essential), Python (very useful) - Product & Care Tooling: Amplitude, Zendesk, Intercom - Experimentation: Internal A/B testing platform and incrementality frameworks YOU ARE IN THE RIGHT PLACE IF: ⭐ We're looking for depth over breadth. These are the must-haves: - Strong SQL proficiency and comfort working with large, complex datasets — you can build the query and explain what the result means for the business in the same breath. - A rigorous analytical mindset: you know when a correlation is causal, you design experiments rather than just observe outcomes, and you're honest about the limits of the data. - A track record of operating at Staff or domain-owner level — you've owned record of operating at Staff or domain-owner level — you've owned entire analytical problem spaces end-to-end, influenced strategy, and delivered outcomes that shaped business direction, not just answered one-off questions, or equivalent hands-on experience. - Excellent communication and storytelling skills: you can distill a complex, multi-variable analysis into a crisp narrative that moves the most senior stakeholders to act — without losing the important nuances. - Experience working in a customer-facing operations domain — customer care, logistics, marketplace, e-commerce, or similar. You understand that behind every metric is a real person's experience. Nice to have: - Experience designing experiments in operational contexts — A/B tests, holdouts, or incrementality measurement — especially for evaluating the impact of automation or AI tools. - Familiarity with customer care platforms (Zendesk, Intercom) or hands-on shipping/logistics analytics. - Proficiency in Python for more advanced statistical work, modelling, or analytical automation. WHY SHOULD YOU JOIN US ? ✌🏼 At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2). No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like: - A mission driven work environment where your day to day makes an impact on the planet. Seriously. - Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days. - Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training. At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values. We know that the perfect background for a role doesn’t mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.