Senior Analyst Services Analytics EU & WWI

Job description

Primary Function of Position

The Senior Service Analytics Analyst – EU & WWI serves as a strategic analytics and finance partner to the EU & WWI Customer Experience & Services leadership team. The role integrates financial, operational, customer, and workforce data to generate forward-looking insights, evaluate business scenarios, and influence decisions that improve Services performance, scalability, and profitability. Supporting Field Services, Technical Support, Digital Technical Support, Customer Services, and Customer Success, this role goes beyond reporting to identify key business drivers, quantify opportunities and tradeoffs, and translate complex analyses into clear, actionable recommendations.

The Senior Analyst will also leverage AI, automation, and advanced analytics to accelerate insight generation, strengthen forecasting and scenario modeling, and enable more effective, scalable decision support.

Roles and Responsibilities

Deliver integrated financial and operational analytics that identify performance drivers, risks, and opportunities across EU & WWI Services. Develop scenario, sensitivity, and driver-based models to evaluate strategic alternatives, quantify tradeoffs, and support business decisions. Provide insights and recommendations across revenue, cost-to-serve, margin, profitability, productivity, workforce capacity, and customer performance.

Support financial planning and performance management, including forecasting, budgeting, P&L analysis, variance analysis, and identification of risks and opportunities. Translate complex business questions into structured analyses and forward-looking recommendations that enable leadership action. Support regional Objectives, Goals, Strategies & Tactics (OGST) by connecting financial and operational KPIs to business outcomes and strategic priorities.

Apply AI, automation, and advanced analytics to identify patterns and anomalies, accelerate recurring analysis, improve forecasting, and generate deeper insights. Partner across Services, Operations, IT, Data & Analytics, and global teams to strengthen data quality, metric consistency, and analytical capabilities. Communicate complex analysis through concise, executive-ready insights, scenarios, and recommendations that clearly articulate business implications and expected impact.

Drive continuous improvement by simplifying, automating, and scaling analytical processes and best practices across EU & WWI.

Qualifications

Required Knowledge, Skills, and Experience

Fina Bachelor’s degree in finance, Accounting, Business, Economics, Analytics, Data Science, Engineering, or a related field. 5+ years of relevant experience in financial analytics, business analytics, FP&A, operational finance, data analytics, or a related field. Strong financial acumen, including P&L, forecasting, budgeting, variance analysis, cost drivers, margin, profitability, and financial modeling. Demonstrated ability to integrate financial and operational data and translate analysis into business insights and recommendations.

Strong analytical and problem-solving skills with the ability to structure and solve complex, ambiguous business problems. Experience with analytics and BI tools such as Tableau, SQL, Snowflake, or similar platforms, along with advanced Excel skills. Practical experience or strong interest in applying AI and automation to finance and analytics workflows. Strong business acumen and understanding of the relationship between operational, customer, workforce, and financial performance.

Excellent communication and storytelling skills, with demonstrated ability to influence business and finance stakeholders. Proactive and intellectually curious, with the ability to identify insights and opportunities beyond the initial analytical request. Ability to collaborate effectively across functions, cultures, and geographies. Excellent written and verbal communication skills in English. #LI-hybrid