Customer Performance Analyst (Remote)

About Unilode

Unilode owns and manages the world’s largest fleet of approximately 160,000 unit load devices (ULDs), for use in the aviation industry, and owns and operates the largest global network for the maintenance and repair of ULDs and inflight food service equipment. Unilode provides management, repair, short term leasing and digitalization solutions to over 90 airlines through a network of more than 550 airports, 18 regional offices and 50 certified repair stations, supported by 800+ employees. For more information visit unilode.com.

Position Overview

The Customer Performance Analyst (CPA) work alongside the APAC Customer Success Director (CSD) on tactical and strategic analytics which will include generating customer insights, working with Product Owners to facilitate any customer specific rollout of product deliverables. The role will also act as voice of the customer on broad initiatives e.g. data quality and wider reporting and analytics.

General Responsibilities

• Act as an analytics partner to the APAC CSD, anticipating needs, scoping deliverables and working with the Senior Manager of Customer Performance Analytics on overall prioritisation.
• Own the end-to-end activities surrounding the customer performance cadence, including reporting and analysis, generating insights, and follow-up support with the CSM.
• Manage cross functionally with the Customer Success team to ensure all Customer Performance data requests are delivered with transparency in relation to stakeholder expectations.
• Support and evolve the production of monthly, quarterly and annual business reviews – with informed analysis and performance trends to identify root cause and suggest areas of focus for continuous improvement.
• Be accountable for data quality within the APAC region, highlighting areas for improvement where necessary and play an active role in improving data quality. Consistently keep stakeholders up to date with progress of outstanding issues.
• Be commercially aware of initiatives in the APAC region, anticipating any needs or opportunities to collaborate with other functions.
• Work with the Business Analytics & Process Excellence (BAPE) team to develop data products for their respective customers, including joint protocols and Performance KPIs.
• Contribute to the governance activities e.g. documenting policies and processes and user guides on the business value of self-serve analytics and reporting.
• Constantly share knowledge, techniques and impactful insights with other Customer Performance Analysts to continually raise standards.
• Facilitate any customer specific rollouts of new products/features in co-operation with the relevant product owner/s.
  

Additional duties as assigned.

Qualifications

• Experience working with KPIs and performance management domains with close focus on customer impact.
• Extensive storytelling (presentation) capability in translating complex information and analytical findings into actionable insights.
• Extensive stakeholder management at various levels.
• Presenting insights directly to Customers.
• Project management (PRINCE2, ITIL, Lean 6).
• SCRUM/AGILE methodologies (JIRA, Confluence).
• SQL, Python, Git, Databricks or other cloud DB solutions.
• SharePoint/MS 365.
• Experience in defining KPIs and data analysis/insights.
• Training experience related to product rollouts.
• Basic understanding of how Coding/Programming is executed to be able to read the logic and translate.
• Established business and financial acumen.
• Open minded, positive and constantly seeking solutions and improvements.
• Self-starter, structured, organized, driven with high level of energy.
• Excellent knowledge of Microsoft Office application.
• Curiosity driven to solve problems and forge new relationships.
• Robust analytical and quantitative skills, as well as attention to detail.
• Excellent verbal and written communications.
• Strong interpersonal and influencing skills.
• Demonstrated success in a high pressure, dynamic, fast-paced environment.
• Eager to learn new technologies and skillsets.