Business Analyst - Customer Service

Socket.dev; Madison (WI); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Health, dental, and vision plans

401(k) with profit sharing

On-site UW Health clinic and fitness센터

Education assistance

Electric vehicle charging

Parental leave

Job summary

Sub-Zero Group in the Madison area seeks a Business Analyst - Customer Service to define requirements, establish acceptance criteria, and determine reporting needs to align business objectives with technology solutions and improve customer experiences.

You will collaborate with engineering, IT, and data teams to maximize customer service value, set KPIs for connected products, identify warranty-reduction opportunities, and ensure readiness for new product launches and service initiatives.

Qualifications

• Bachelor’s degree in Business, Information Technology, Engineering OR equivalent experience in a related field.
• Ability to support and present to stakeholders.
• Strong problem-solving and data collection skills.
• Ability to work independently and as part of a team.
• Strong communication skills and customer-service orientation.

Responsibilities

• Establish KPIs to measure the effectiveness of business decisions for connected products, applications, and experiences.
• Identify the best opportunities, using connected data and user feedback, to reduce warranty costs, improve customer experience, and more effectively diagnose and repair products.
• Collaborate with engineering, IT, and data teams across the organization to maximize customer service potential and value.
• Ensure connected appliance service applications and user experiences are prepared to support new product launch.
• Provide status reports, change requests, and requirements documentation to ensure smooth project and initiative progression.
• Escalate connected project and process issues appropriately within various project teams and across departments.

Skills

Problem solving

Data collection

Stakeholder communication

Teamwork

Customer-service orientation

Independence

Education

Bachelor’s degree / equivalent

Job description

Overview

Sub-Zero, Wolf, and Cove the leading manufacturer of luxury kitchen appliances is a longstanding, family-owned company in the Madison area. Icons of design and paragons of performance and quality, Sub-Zero, Wolf, and Cove are the refrigeration, cooking, and dishwashing specialists found in the world’s most luxurious homes. We look for team members who are driven by innovation and excellence, striving to serve our customers by doing what is right—with integrity, teamwork, and accountability.

Growth and development are important aspects of this position. Whether you aspire to be a leader or a technical expert, this position will set you up for success in the future.

Primary Responsibilities

The Business Analyst - Customer Service role is responsible for identifying and defining requirements, establishing acceptance criteria, and determining reporting needs to ensure that business objectives align with technology solutions and enhance customer experience opportunities for Sub-Zero Group customers, Customer Service teams, and Field Partners. This is achieved through a combination of data analysis, collaboration, and understanding the voice of the customer. This position will play a critical role in establishing scope, documenting needs and requirements, identifying priorities, building plans and leading projects for connected service applications and user experiences. The primary responsibilities of the role include:

• Establish KPIs to measure the effectiveness of business decisions for connected products, applications, and experiences.
• Identify the best opportunities, using connected data and user feedback, to reduce warranty costs, improve customer experience, and more effectively diagnose and repair products.
• Collaborate with engineering, IT, and data teams across the organization to maximize customer service potential and value.
• Ensure connected appliance service applications and user experiences are prepared to support new product launch.
• Ensure Customer and Field Service needs are met for all corporate connected initiatives.
• Provide status reports, change requests, and requirements documentation to ensure smooth project and initiative progression.
• Escalate connected project and process issues appropriately within various project teams and across departments.
• Prioritize and scope work against the return on investment and guiding organizational principles.
• Engage with the Customer Service team, Field Service partners, and business leaders to uncover issues and needs to deliver effective features for connected products and applications.

Required Qualifications

• Bachelor’s degree in Business, Information Technology, Engineering OR equivalent experience in a related field
• Ability to support and present to stakeholders.
• Strong problem-solving and data collection skills.
• Ability to work independently and as part of a team.
• Strong communication skills and customer-service orientation.

Preferred Qualifications

• Continuous Improvement experience (LEAN, Six Sigma, or Similar).
• Knowledge of customer data platforms, ERP, and CRM.
• Some knowledge and understanding of connected devices, internet of things (IoT).
• Strong mechanical and technical aptitude.
• Experience developing and/or supporting mobile applications

We value our employees by providing:

• Competitive compensation based on skills
• Industry leading health, dental, and vision plans
• Generous 401 (K) savings and profit sharing
• On-site UW Health clinic, fitness center, and walking paths
• Education assistance and internal training programs
• Electric vehicle charging
• Maternity & paternity leave

This position requires a pre-employment drug/alcohol test and background check, which will be administered after a conditional job offer is extended. A negative drug/alcohol test result is required for employment. Refusal to take the test or a positive result may disqualify a candidate from further consideration. All drug testing will be conducted in accordance with federal and state laws.