Product Analyst: Case Standards

Cronos Europa; Portugal; Presencial; EUR 45 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Attractive salary package

Good work-life balance

Cutting-edge technologies

Tailor-made training

Resumo da oferta

Cronos Europa Portugal, the Lisbon delivery centre, seeks a Medior/Senior Product Analyst to define and operationalise the Global Case Standards for customer care. You will map current practices, quantify impact, and translate requirements into precise workflows.

Based in Lisbon, you will collaborate across markets and support adoption of new standards. The role emphasizes analytical rigor, cross-market alignment, and delivering actionable documentation to streamline after-sales support across

Qualificações

• Analyst background in product, business, or process analysis within service, contact centre, or customer operations environments.
• Experience mapping current state vs target state and specifying differences.
• Ability to write precise functional specs or operating procedures.

Responsabilidades

• Map current case handling practices across markets and services and identify divergences from global standards.
• Analyse case data (resolution times, reopen rates, escalations, documentation) to locate standard gaps.
• Quantify operational impact of proposed standards prior to rollout and explain effects on agents.
• Provide root-cause analyses when metrics diverge and propose actionable improvements.
• Translate principles into precise workflow specifications, mandatory fields, and escalation paths.
• Define and document case management standards readable across markets.

Conhecimentos

CRM experience

SQL

Power BI

Process analysis

Specification writing

English proficiency

Ferramentas

Salesforce Service Cloud

ServiceNow

Descrição da oferta de emprego

Cronos Europa Portugal is the Lisbon delivery centre of Cronos Europa, part of the Cronos Group — a technology federation of 9,000+ professionals and 500+ competence centres across Europe. From our office at IDB Lisbon we deliver application development, architecture, and IT operations for major European organisations, working as an integrated nearshore extension of our clients' teams.

About the Assignment

• Client: Global automotive manufacturer — customer care technology programme
• Engagement: Full-time
• Duration: minimum 6 months, extendable up to 3 years
• Model: Nearshore delivery from Lisbon
• Office presence: Minimum 3 days per week on-site in Lisbon
• Travel Delivery is 100 % from Lisbon. Occasional travel to Germany is likely; colleagues from Germany will also visit the Lisbon team.
• Level: Medior / Senior

The client is building a Global Customer Care Centre, standardising how customer cases are handled across every market. The Case Standards product ensures consistent, high-quality case handling through clear guidance, structured workflows, and unified service expectations — aligning operational processes, case documentation, and interaction principles across all markets and services so that after-sales teams resolve cases faster, more accurately, and with the customer at the centre.

The Product Analyst is the analytical and specification engine behind that product. Where the Product Manager owns the standard, the Analyst works out what the standard has to say: mapping how cases are actually handled today, exposing where practice diverges between markets, specifying the target workflows precisely, and measuring whether adoption is real.

Key Responsibilities

PROCESS ANALYSIS AND GAP IDENTIFICATION

• Map current case handling practice across markets and service lines, and identify where it diverges from the intended global standard
• Analyse case data — resolution times, reopen rates, escalation patterns, documentation completeness — to locate where the standard is failing or being bypassed
• Quantify the operational impact of proposed standards before rollout: what changes for the agent, and what it costs in handling time
• Produce root-cause analysis when case quality metrics move in the wrong direction

SPECIFICATION OF STANDARDS AND WORKFLOWS

• Translate case handling principles into precise workflow specifications: case types, mandatory fields, status models, escalation paths, and closure criteria
• Define the case documentation standards that make a case readable and actionable by the next person who touches it, in any market
• Specify the service expectations attached to each case type, and the conditions under which they change
• Write acceptance criteria and support testing of case management changes before release

ADOPTION, ALIGNMENT AND SUPPORT

• Support the Product Manager for Case Standards with analysis, options, and trade-offs
• Track adoption of the standards by market and surface where guidance is not landing — distinguishing a training problem from a design problem
• Prepare the material that lets operational teams in each market understand and apply the standards without a translation layer
• Handle market queries and turn recurring questions into permanent improvements to the standard or its documentation

Requirements

MANDATORY EXPERIENCE

• Analyst background — proven experience as a Product Analyst, Business Analyst, or Process Analyst in a service, contact centre, or customer operations environment
• Process analysis and design — mapping current state, defining target state, and specifying the difference
• Specification writing — precise functional specifications or operating procedures that teams then worked from
• Case management concepts — case lifecycles, status models, escalation, SLAs, and quality measurement
• Quantitative analysis — of operational data, turned into a recommendation rather than a report
• English — professional working proficiency; it is the programme language

SENIORITY

• Medior to Senior level — minimum 5 years in an analyst role, of which at least 2 in a service operations, contact centre, or customer care context.

PREFERRED / ADDED VALUE

• Experience with CRM or case management platforms (Salesforce Service Cloud, ServiceNow, or equivalent)
• Process modelling notation (BPMN) or a recognised process improvement method (Lean, Six Sigma)
• Experience with quality management or quality assurance frameworks in a service organisation
• SQL, Power BI, or equivalent — able to build your own analysis rather than waiting for a data team
• Experience in a multi-market or multi-country programme
• Background in automotive, manufacturing, or large-scale B2C service organisations
• Additional European languages, particularly German

We’ll propose you:

• An attractive salary package
• A good work-life balance environment
• The assurance of working in cutting-edge technologies in an entrepreneurial spirit.
• The opportunity to develop your skills thanks to tailor-made training courses according to your needs
• A good job in a friendly place