Senior Business Analyst

We’re seeking a savvy Senior Business Analyst to bridge finance and customer experience. In this strategist role, you will translate financial insights into actionable CX scorecards and KPIs, build predictive models to anticipate risks and opportunities, and ensure our budgeting and performance metrics fuel customer-centric improvements. You’ll serve as the connective tissue between Finance, CX leadership, and Analytics teams—crafting dashboards, forecasts, and predictive models that illuminate the path to smarter decisions.

On a daily basis, you will:

• Lead design and implementation of CX scorecards and financial KPIs, aligning metrics with budgetary goals and customer outcomes
• Develop and deploy predictive models (anomaly detection, churn prediction, CLV forecasting, rolling-forecast budgeting, next-best-action) to anticipate risks and opportunities and guide CX investments
• Partner with Finance and CX stakeholders to define measurement frameworks, target-setting approaches, and reporting cadences
• Build and maintain interactive dashboards in Power BI and Metabase, ensuring data accuracy, usability, and timely delivery
• Leverage Salesforce data to connect customer-journey metrics with revenue and cost drivers
• Conduct variance analysis, forecasting, and “what-if” budgeting to inform CX program investments
• Create and validate predictive models that tie back to financial and CX scorecards

What skill are we searching for?

• 5+ years of experience as a Business Analyst or Analytics Lead, with a strong track record in financial analysis and reporting
• Proven expertise designing scorecards, KPIs, and predictive models for Customer Experience or similarly cross-functional teams
• Hands-on proficiency with Power BI and Metabase (data transformation, DAX/SQL, visualization best practices)
• Solid experience with Snowflake (data ingestion, modeling, performance tuning)
• Comfortable extracting and analyzing data from Salesforce (Sales Cloud/Service Cloud)
• Advanced SQL skills and familiarity with Python or R for ad-hoc and predictive analysis
• Exceptional communication skills: able to tailor insights for both technical and non-technical audiences
• Availability to work in a hybrid work model, hours 12:00-20:00.

Perfect candidate also has:

• Background in budgeting, forecasting, and financial planning & analysis (FP&A)
• Experience in CX domains—voice of customer programs, NPS, CSAT, journey analytics
• A strategic mindset: you see beyond the dashboard to the business initiative it supports
• Strong project management skills; adept at juggling priorities in a fast-paced environment
• Collaborative spirit: you thrive in cross-functional teams and enjoy building consensus

Here’s a bit about what we have to offer:

• Competitive pay: 12 500 - 15 700 PLN gross on CoE
• Access to e-learning platforms.
• Fully paid private healthcare in LuxMed.
• Access to the Worksmile platform with a monthly top-up.
• Subsidized access to breakfast and lunch through the vending machine in Kraków office, and lunches in Gdańsk office once a week.
• A laptop and essential work equipment provided by the company.
• New, modern, bright and comfortable office space in the city centre.
• A lot of free parking spots around the office.
• Access to the company’s library.
• Great working atmosphere.
• Chill out room with a PlayStation and games.
• Free snacks and beverages in a kitchen.
• Company parties and social activities.
• Employee referral program.
• Relocation Package within Poland.

The controller of your personal data included in your job offer and others collected during the recruitment process is SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Kraków, Aleja 29 listopada 20, 31-401 Kraków, e-mail address:
[email protected]. We will process your personal data for the purpose of current or, if you voluntarily agree, also future recruitment processes. More information about how we proccess your data, including the basis for processing and your rights in relation to the processing, can be found on our website: https://pl.spoton.com/privacy-and-cookies-policy.

Administratorem podanych danych osobowych, w tym danych zawartych w dokumentach aplikacyjnych i zebranych w toku procesu rekrutacji, jest SpotOn Poland Sp. z o.o. z siedzibą w Krakowie (ul. Aleja 29 listopada 20, 31-401 Kraków; adres e-mail do kontaktu:
[email protected]. Dane osobowe będą przetwarzane w celu realizacji obecnych lub – jeżeli wyrazisz na to dobrowolną zgodę – także przyszłych procesów rekrutacji. Więcej informacji o tym, jak przetwarzamy Twoje dane, w tym także informacje o podstawach prawnych przetwarzania oraz o prawach przysługujących Ci w związku z przetwarzaniem danych, znajdziesz na stronie:
https://pl.spoton.com/privacy-and-cookies-policy.