Betclic Group

As the first Data Analyst fully dedicated to Customer Care, you will become the department’s main analytics partner. You will define how data is used to measure performance, improve operations and identify new opportunities to enhance the customer experience.

You will have a central role in building the Customer Care analytics vision, establishing effective ways of working with stakeholders and developing a clear, value-driven analytics roadmap.

Your mission will be to:

• Build a strong partnership with Customer Care leaders and operational teams, developing a deep understanding of their objectives, constraints and operational challenges
• Translate business questions into clearly defined analytical problems and provide stakeholders with the insights they need to make informed decisions
• Redesign and implement the department’s performance measurement framework, including its key metrics, reporting standards and monitoring tools, in collaboration with Customer Care leadership and Data Engineering
• Produce clear, robust and actionable analyses to improve operational efficiency, service quality and the overall customer experience
• Drive the continuous improvement of the Customer Care chatbot by defining its success metrics, evaluating its performance and identifying opportunities to improve customer outcomes and operational impact
• Identify and assess opportunities to automate and scale Customer Care processes, including the expected value, feasibility and operational implications
• Explore and frame new data products, and contribute to bringing the most valuable opportunities into production with Data Product, Data Science, Data Engineering and business teams
• Own and maintain a proactive Customer Care analytics roadmap, balancing immediate operational needs with longer-term transformation opportunities
• Promote analytical best practices and help stakeholders become more autonomous and confident in their use of data

This role is suited to an experienced analyst who combines strong analytical skills with business judgement, autonomy and the ability to build trusted stakeholder relationships.

You should apply if:

• You have at least three years of experience in Data Analytics or a comparable analytical role
• You have demonstrated your ability to turn complex data into clear recommendations that influenced business or operational decisions
• You are proficient in SQL and able to work autonomously across the full analytical process, from data exploration and validation to insight generation and communication
• You can structure ambiguous business problems, define an appropriate analytical approach and manage projects from initial framing through to delivery
• You combine analytical rigour with sound business judgement and focus on outcomes rather than outputs
• You communicate clearly and can adapt the level of detail to senior leaders, operational teams and technical audiences
• You are comfortable challenging existing assumptions and constructively influencing stakeholders
• You can build effective relationships across multiple teams and establish credibility in a newly created analytical scope
• You are familiar with at least one data visualisation tool, preferably Tableau
• You are curious, proactive and comfortable operating in a fast-changing environment
• You hold a Master’s degree in statistics, data analytics or another relevant quantitative discipline, or have equivalent professional experience

Bonus:

• Experience working with Customer Care, contact-centre operations or service-performance data
• Proficiency in Python or another programming language
• Familiarity with Git and version-control practices

• If your application is selected, you will be contacted by Maxime to complete an online technical test, followed by a 30-minute HR pre-qualification
• Next, you will have a technical interview via video call, covering SQL, Python, statistics, probability, analytics and business sense
• You will then have one week to complete an analytical use case and an AssessFirst test covering personality, motivations and reasoning
• After that, you will visit our offices to present your use case and meet Xavier, Head of Data Analytics and your future manager, alongside other Data team members and business stakeholders
• During your visit to Bordeaux, you will also have a final HR interview, including a debrief on your AssessFirst test

The overall hiring process generally takes between four and six weeks. We aim to keep candidates informed throughout each stage.